Customer Support Analyst

Customer Support Analyst page is loaded## Customer Support Analyst remote type:
Customer Support locations:
Atlanta, GA:
Austin, TXtime type:
Full time posted on:
Posted 2 Days Agojob requisition :
R2875
** ABOUT THIS POSITION
** Waystar is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations: automating complex clinical tasks, generating insights and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.
** WHAT YOU'LL DO
*** Hold a working knowledge of Waystar applications,  and technologies, and client base.
* Manage first level support for incoming customer inquiries and provide basic troubleshooting support in a timely and professional manner.
* Investigate and fix issues reported by our users; communicating progress back to the client and setting clear expectations.
* Maintain detailed records of all internal and external customer interactions.
* Improve current documentation, knowledge base articles, FAQ’s and training materials for the internal support team.
* Follow support processes and procedures and understanding of what resources are available for self-service.
* Escalate complex and high priority issues to Senior support staff and cross-functional teams as necessary to determine resolutions.
* Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication.
* Identify trends to address with the client or internally to improve client experience and workflow.
* Approach every client interaction with a total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools.
* Identify and advocate for robust solutions to recurring issues that affect our customer base
* Assist in quality assurance, deployment, and preparation for new releases.
* Expand your skill set in technologies to create solutions for customers (Examples – Postgre

SQL, Excel, Intelli

J, Iguana, Grafana, Browser Dev Tools, XML).
* Cultivate processes and team culture for scale.
* Other small-scale support related special projects during downtime.
** WHAT YOU'LL NEED
*** Bachelor’s degree
* 1+ years of relevant experience
* High technical aptitude OR existing basic knowledge level with applicable technologies (E.g., Posgre

SQL, Excel, Intelli

J, Iguana, Grafana, Browser Dev Tools, XML, etc.)
* Familiarity with healthcare industry and clinical concepts
* Experience using a Support ticketing system such as Salesforce or Zendesk Support
* Ability to communicate concisely and clearly, both written and verbal
* Client focus mindset - provide value beyond expectation and approach work with internal and external clients’ interests top of mind
* Apply logic, research, and data to inform decisions
* Demonstrate empathy and patience for end users; takes a personal stake in our clients’ success
* A problem solver’s mentality: wants to open up the machine to see how it works
* Attention to detail, highly organized, with an absolute focus on quality of work
* Proven track record of managing multiple, competing priorities while consistently exceeding goals
* Team player DNA with a desire to solve for the interests of our clients and of our business
* Positive, self-starter attitude with high level of personal ownership and accountability
* Travel to and from company headquarters in Austin, Texas is required for new hire orientation, onboarding and occasional company meetings
** ABOUT WAYSTAR
** Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and…