Customer Support Analyst

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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.

• Hold a working knowledge of Waystar applications, 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; communicate progress back to the client and set clear expectations.
• Maintain detailed records of all internal and external customer interactions.
• Improve current documentation, knowledge‑base articles, FAQs and training materials for the internal support team.
• Follow support processes and procedures and understand resources 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.

• Bachelor’s degree
• 1+ years of relevant experience
• High technical aptitude or existing basic knowledge level with applicable technologies (e.g., Postgre
  
  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; take a personal stake in our clients’ success
• Problem‑solver 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

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 improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1 million+ providers, 1 000+ hospitals and health systems, and is connected to over…