Strategic Technical Support Analyst

Waystar • Atlanta, GA

229d

About The Position

We are looking for a Enterprise Technical Support Analyst who is passionate, curious, and joyfully optimistic. The Enterprise Technical Support Analyst serves as a front-line support contact for Waystar's most strategic clients. The Enterprise Technical Support Analyst provides support to our clients for simple, urgent, and/or complex issues. This is accomplished by handling support inquiries either by phone or by our web portal. The ideal candidate understands the importance of professionalism when working with high profile clients and can prioritize tasks with the needed sense of urgency.

Requirements

• 4-year bachelor's degree preferred.
• Experience working in healthcare, whether it be medical billing, coding, administration, etc. or experience in revenue cycle management or technology support company is preferred.
• Exceptional client service skill.
• Technically savvy with excellent troubleshooting and analytical skills.
• Working knowledge of EDI files is a bonus.
• Demonstrated knowledge of Microsoft applications (Outlook, Word, Excel).
• Acts as a self-starter and uses critical thinking skills regularly.
• Professional, effective, and clear communication skills.
• Comfortable with de-escalating client issues and temperament.
• Team Player - You need to be able to work with others towards a common purpose/goal to create strong alliances with clients, partners, and fellow employees.

Responsibilities

• Answer incoming calls and/or web cases from our most strategic clients.
• Make outbound calls as needed to clients to resolve support cases.
• Respond to case comments from our web portal to support our clients.
• Document support cases thoroughly, showing research steps and resolution.
• Identify client concerns and engage appropriate internal resources to ensure timely resolution.
• Use resources to resolve issues in a timely and self-sufficient manner.
• Communicate well within department and with other departments.
• Strive to meet and exceed individual, and team, goals and metrics.
• Abide by phone schedule to ensure enough coverage for our clients.
• Demonstrate professionalism in communicating with clients both written and verbally.
• Perform other duties and/or projects as assigned by management within the area of responsibility and control.

Benefits

• Competitive total rewards (base salary + bonus, if applicable).
• Customizable benefits package (3 medical plans with Health Saving Account company match).
• Generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
• Flexible time off for our exempt team members + 13 paid holidays.
• Paid parental leave (including maternity + paternity leave).
• Education assistance opportunities and free LinkedIn Learning access.
• Free mental health and family planning programs, including adoption assistance and fertility support.
• 401(K) program with company match.
• Pet insurance.
• Employee resource groups.

What This Job Offers

• Industry: Construction of Buildings
• Education Level: Bachelor's degree