[Remote] Technical Analyst
Note: The job is a remote job and is open to candidates in USA. Relatient is a company that helps healthcare organizations optimize patient access through AI-powered workflows and automation. They are seeking a Technical Analyst to enhance client experience by resolving complaints, troubleshooting products, and managing support cases.
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)
Skills
- 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)
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
Company Overview