Job details

Product Support Analyst

About Paytient:
We’re on a mission to help people better access and afford care.

Every day, millions of people, and their loved ones, need to see a doctor. For most of us, that moment is an uncertain one - we’re unsure of what’s wrong, who to go to, how long it’ll take to be seen, when we’ll feel better, and what it’ll cost.

Paytient partners with thoughtful employers and health plans who understand the impact of that moment and want to ensure that every one of their plan members are easily able to access and afford care. Our clients understand that an improved ability to self-pay for care changes patient behavior and creates value for the health plan. This founding belief is becoming an emerging standard of care in health plan design and is now, in fact, a mandatory capability in some governmental health plans. Founded in 2018, Paytient is now part of nearly 2,000 employer health plans and providing certainty that people are better able to access and afford care.

We’re looking for passionate, collaborative builders to join our team and help us create a future where everyone can more easily access and afford care.

About The Role:

Paytient is looking for a Product Support Analyst who is passionate about the power of Paytient's platform and mission to help remove cost as a barrier to care.

As a Product Support Analyst, you will be responsible for providing technical support to our clients and members, ensuring that they have a positive experience with our products. The role reports to our VP of Product. The Product Support Analyst is responsible for providing technical support to new clients during the implementation process, as well as ongoing support for payroll integration and product troubleshooting. The ideal candidate will have strong technical acumen, as well as excellent communication and problem-solving skills. This role will have the ability to make a real impact on the company's growth.

This position will work out of our office in Columbia, MO.

What You'll Do:

Provide technical support to new clients over email and video, including creating new payroll integrations, debugging file formats, and resolving other inquiries during onboarding.
Provide ongoing support to existing clients for product troubleshooting.
Develop and deliver product support materials to streamline the onboarding process for new clients.
Continuously improve both our internal and external knowledge bases.
Diagnose complex technical issues related to our products and escalate issues to appropriate teams. Then, own the follow-up through resolution.
Collaborate with cross-functional teams, such as engineering and operations, to ensure a seamless customer experience and help prioritize future enhancements.
Lead regular training sessions with operational teams.

What You'll Bring:

Bachelor's degree in Computer Science, Information Technology, or a related field.
1-3 years of experience in Product Support, Engineering, or a related role.
Balance of technical knowledge, user centricity, and business acumen.
Great communication (written and verbal), collaboration, and problem-solving skills.
Ability to work under pressure both independently and as part of a team.
Proactive, self-starter with excellent project management skills and ability to manage multiple tasks effectively with a high level of accountability.
High degree of organization, initiative and personal accountability.

Benefits We Offer:

Medical, dental and vision insurance
$4,150 annual HSA contribution
Paytient Health Payment Account (HPA)
Monthly lifestyle spending stipend
33 days of annual PTO
401k plan access with a 4% employer match
16 weeks of fully-paid parental leave
Stock options in Paytient
...and more!

Paytient is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Paytient Glassdoor Company Review

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