Technical Analyst
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. Your Role at Relatient We are 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. How you'll make an impact: Enhance overall Relatient client experience Resolve client complaints and product troubleshooting via phone, email, and/or support cases Submit and assign support cases to appropriate department Monitor support portal and keep client updated on status of case(s) Properly prioritize client requests Guide client with solutions when issue appears to be user error/lack of knowledge Utilize computer technology to handle high call/support ticket volumes Work with team leads to ensure proper customer service is being delivered Close out or open call /email records in support portal Transfer clients to appropriate department(s) Inform support team when issue(s) are high priority Basic research of issues before assigning case(s) Web Portal training/support Client Notification of Case Resolution(s)
Requirements
- Bachelor’s degree or equivalent experience in lieu of a degree is required.
- 1+ years of experience in a Customer Support role, preferably in a technical support role.
- Some experience with SQL (Basic Queries), or Advanced SQL (e.g., Joins)
- Basic understanding of Programming / Scripting Language(s)
- Act with purpose, focus and accountability
- Collaborate across teams and communicate clearly
- Keep improving and automate what slows you down
Responsibilities
- Enhance overall Relatient client experience
- Resolve client complaints and product troubleshooting via phone, email, and/or support cases
- Submit and assign support cases to appropriate department
- Monitor support portal and keep client updated on status of case(s)
- Properly prioritize client requests
- Guide client with solutions when issue appears to be user error/lack of knowledge
- Utilize computer technology to handle high call/support ticket volumes
- Work with team leads to ensure proper customer service is being delivered
- Close out or open call /email records in support portal
- Transfer clients to appropriate department(s)
- Inform support team when issue(s) are high priority
- Basic research of issues before assigning case(s)
- Web Portal training/support
- Client Notification of Case Resolution(s)
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
- Flexible work options
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
