Sr Technical Support Analyst

Amwell

5d • $81,440 - $91,620 • Remote

About The Position

Amwell is seeking a motivated and energetic Sr Technical Support Analyst to join the customer support team. The Sr Technical Support Analyst works cross-functionally to promote prioritization and provide support for Amwell customers. The ideal candidate has experience as an independent contributor and as part of a team. The candidate must thrive in a rapidly changing and results-driven environment. Solid communication, creative problem solving, and technical aptitude are all key attributes for this role. A track record of building durable and effective working relationships among cross-functional internal and external teams is a must.

Requirements

• Minimum 4-6 years of experience working in a Services, Support, or Operations organization, project management and/or consulting organization responsible for the oversight and/or delivery and support of enterprise software implementation projects.
• Exceptional communication, leadership, and cross-functional team building skills.
• Outstanding time management and organization skills.
• Proven track record of success in leading programmatic growth and impact through partnerships with internal teams, collaboration, and strong communication.
• Proven ability to meet aggressive deadlines, utilizing sound project management methodologies (processes, best practices, tools, and templates).
• Ability to manage initiatives and achieve goals and objectives with evolving and changing scope while managing expectations with internal/external stakeholders.
• BA or BS Degree required, or equivalent 4 or more years of experience.
• Position may require a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation.

Responsibilities

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met.
• Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership.
• Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed.
• Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties.
• Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics.
• Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs.
• Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts.
• Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally.
• Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support.
• Obtain and maintain technical issue troubleshooting proficiency.

Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior