[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