Job details

Technical Analyst

At Relatient we’re on a mission to make access to healthcare simpler.

We partner with leading health systems and medical practices - comprising more than 40,000 providers across the US - to optimize every step of a patient journey, from alerting patients to needed care, helping them find the right provider, scheduling appointments across multiple channels, and engaging with patients throughout their care journey via text, email, and chat. Our solutions reduce delays in care, improve communication, and enhance both the provider and consumer experience. We’ve been recognized as a Forbes Top Startup, Deloitte Fast 500, and Inc 5000, among other honors, for our rapid growth, innovative technology solutions, and energetic workplace culture.

We are currently looking for a Technical Analyst to join our team.

Essential Functions:

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)

Education & Experience Requirements:

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)