We are looking for a Strategic Technical Support Analyst who is passionate, curious, and joyfully optimistic. The Strategic Technical Support Analyst serves as a front-line support contact for Waystar's most strategic clients and partners. The Strategic Technical Support Analyst provides support to our clients and partners for simple, urgent, and/or complex issues. This is accomplished by handling support inquiries either by phone or by our web portal. The ideal candidate understands the importance of professionalism when working with high profile clients and partners and can prioritize in order to complete tasks with the needed sense of urgency.
What you'll be doing:
* Answer incoming calls and web inquiries from our most strategic clients and partners
* Make outbound calls as needed to clients and partners, in support and resolution of inquiries
* Respond to case comments from our web portal in supporting our clients and partners
* Document, investigate and resolve client and partner issues to resolution
* Identify client and partner concerns and engage appropriate internal resources to ensure timely resolution
* Research all available resources to assist clients and partners with issues at hand; understanding when to acquire additional research/resources as deemed necessary
* Possesses a comprehensive understanding of the Waystar product line and resources available (i.e. SalesForce, Checklists, X12, IB/OB files, etc.)
* Requests custom logic and reporting for our clients and partners from internal technology resources
* Communicates well within department and with other departments
* Strives to meet and exceed Service Level Agreements
* Abides by phone schedule to ensure enough availability for receiving inbound calls
* Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints
* Ability to demonstrate professionalism in communicating with clients and partners both written and verbally
* Ability to work self-directed
* Performs other duties and/or projects as assigned by management within the area of responsibility and control
What we're looking for:
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