Technical Analyst
Relatient•Atlanta, GA
•Hybrid
About The Position
At Relatient, we help healthcare organizations optimize patient access through AI-powered workflows, real-time automation, and flexible access tools. We are trusted by over 50,000 providers to modernize the patient experience and have been recognized by Forbes and Deloitte for our innovative and inclusive culture. We’re seeking a Technical Analyst to join our team. This role has a preference to be located in the Greater Atlanta Metro, but a fully remote candidate will be considered with the right skillset.
Requirements
- Deliver a high-quality client experience by serving as the primary point of contact for support inquiries and issue resolution
- Resolve client complaints and troubleshoot product issues via phone, email, and support cases
- Submit, assign, and manage support cases, ensuring timely follow-up and clear communication with clients
- Monitor the support portal and keep clients informed on the status and resolution of their cases
- Prioritize incoming requests effectively to meet service level expectations and business needs
- Guide clients through solutions, particularly in cases of user error or knowledge gaps
- Handle high volumes of calls and support tickets using internal systems and tools
- Collaborate with team leads and cross-functional partners to ensure consistent, high-quality customer service
- Accurately document and manage call and email records within the support portal
- Route or transfer clients to the appropriate internal departments when needed
- Escalate high-priority issues to the support team to ensure rapid resolution
- Conduct basic issue research and troubleshooting prior to case assignment
- Provide web portal training and ongoing support to clients
- Communicate case resolution clearly and effectively to clients
- Perform other duties as assigned
Nice To Haves
- Act with purpose, focus, and accountability
- Collaborate across teams and communicate clearly
- Keep innovating and automate what slows you down
Responsibilities
- Deliver a high-quality client experience by serving as the primary point of contact for support inquiries and issue resolution
- Resolve client complaints and troubleshoot product issues via phone, email, and support cases
- Submit, assign, and manage support cases, ensuring timely follow-up and clear communication with clients
- Monitor the support portal and keep clients informed on the status and resolution of their cases
- Prioritize incoming requests effectively to meet service level expectations and business needs
- Guide clients through solutions, particularly in cases of user error or knowledge gaps
- Handle high volumes of calls and support tickets using internal systems and tools
- Collaborate with team leads and cross-functional partners to ensure consistent, high-quality customer service
- Accurately document and manage call and email records within the support portal
- Route or transfer clients to the appropriate internal departments when needed
- Escalate high-priority issues to the support team to ensure rapid resolution
- Conduct basic issue research and troubleshooting prior to case assignment
- Provide web portal training and ongoing support to clients
- Communicate case resolution clearly and effectively to clients
- Perform other duties as assigned
Benefits
- Medical, dental, and vision coverage
- Company-paid life and disability insurance
- HSA with employer contributions
- Employee Assistance Program (EAP)
- 401(k) with company match
- Unlimited PTO, 10 paid holidays, and paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
