Support Analyst
Synthesis Health · Huntington, WV · 1 mo ago
Hybrid$20–$22/hrFull-time
We need to produce HTML fragment with sections: About the role? Actually headings: "About the role", "Responsibilities", "Requirements", "Qualifications", "Skills", "Benefits", "Pay", "Schedule". Use for each heading only if content exists.
We must not repeat job title. Must not include Job ID etc. Remove boilerplate: EEO, etc. Also remove navigation, cookie, legal, scam warning, duplicated lines, application instructions.
We need to preserve all substantive information.
Let's parse the posting.
Sections present:
- Who We Are (mission, values, team). Could be "About the role"? Actually "Who We Are" is company description. Could be placed under "About the role"? The instruction says use headings like About the role, Responsibilities etc. But we can include a section for "About the role" maybe summarizing the opportunity. However we must only include sections when posting has real specific content. The posting includes "About the Opportunity". That's like description of role. So we can use heading "About the role" (or "About the Opportunity")? The instruction says use
for each heading only if content exists.
We must not repeat job title. Must not include Job ID etc. Remove boilerplate: EEO, etc. Also remove navigation, cookie, legal, scam warning, duplicated lines, application instructions.
We need to preserve all substantive information.
Let's parse the posting.
Sections present:
- Who We Are (mission, values, team). Could be "About the role"? Actually "Who We Are" is company description. Could be placed under "About the role"? The instruction says use headings like About the role, Responsibilities etc. But we can include a section for "About the role" maybe summarizing the opportunity. However we must only include sections when posting has real specific content. The posting includes "About the Opportunity". That's like description of role. So we can use heading "About the role" (or "About the Opportunity")? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should use those exact headings if we have content.
Thus:
- About the role: content from "Who We Are" and "About the Opportunity". Possibly combine.
- Responsibilities: from "Key Responsibilities:" list.
- Requirements: maybe from "About the Right Candidate Qualifications" includes Education, Experience, Skills? Actually they separate Qualifications and Skills. The instruction includes both Qualifications and Skills headings. So we can put Education and Experience under Qualifications, and Skills under Skills.
- Benefits: from "Compensation and Benefits" includes benefits list.
- Pay: from "Compensation is fair market rates ... For US candidates, the salary range for this position is $20 - $22 USD."
- Schedule: from "The successful candidate will be required to work on-call and be open to a hybrid working schedule in Huntington, West Virginia." Also mention on-call rotations etc. So schedule content.
We must not include headings with filler like "commensurate with experience". Not present.
We must not include duplicated lines. Ensure we capture all substantive info.
Let's extract.
Who We Are: "We're a mission and values driven company with tremendous dedication to our customers. Our team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration and commitment to our core values and behaviors."
About the Opportunity: "The Support Analyst is the first point of contact for customers and internal users who need help with Synthesis Health technology solutions, across all three support domains: Clinical, Technical, and Interfacing & Connectivity. You will provide first-line triage, resolve straightforward issues directly, and route anything beyond first-line scope to the correct domain's Specialist team. This is an individual-contributor role. It is not a people-management role. The successful candidate will be required to work on-call and be open to a hybrid working schedule in Huntington, West Virginia."
We can combine these into About the role paragraph(s).
Responsibilities list: bullet points after "Key Responsibilities:" each line ends with period. We'll make - .
List:
- Serves as the first point of contact for customer and internal inquiries by phone, email, and other omni-channel support tools.
- Performs first-call diagnosis to decide whether an issue can be resolved directly, or needs escalation, and if so, which domain it most likely belongs to: Clinical, Technical, or Interfacing & Connectivity.
- Resolves straightforward, well-documented issues directly. This includes basic navigation, account and access questions, standard configuration walkthroughs, and known-issue workarounds already documented in the knowledge base.
- Escalates issues beyond first-line scope to the right domain's Specialist team, with complete triage notes, reproduction steps, and a stated reason for the domain assignment.
- Completes the resolution taxonomy (resolution type and note) and the Category and Ticket Cause fields accurately on every ticket closed at the Analyst level, and captures complete triage notes on every ticket escalated.
- Uses session replay, the platform audit trail (view-only), and other first-line diagnostic tools to narrow down the issue before escalating.
- Educates customers on software and hardware functionality and best practices, to reduce repeat contacts.
- Follows up with customers to confirm resolution and satisfaction on tickets closed at the Analyst level.
- Maintains and contributes to the knowledge base, and flags gaps where a recurring issue has no documented fix.
- Monitors their own ticket queue against Time to First Response and other Analyst-level service targets.
- Agrees to be available for on-call overnight and weekend rotations as required. Rotations will not push total hours past a standard 40-hour work week. Outside of an assigned rotation, working hours are the regular schedule.
- Other duties as assigned.
Qualifications: Education and Experience.
Education: "High school diploma or equivalent combination of education and experience."
Experience: "Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector. Experience with radiology systems or medical technology products is a plus."
Also there is "Preferred Qualifications" list: Associate degree..., Experience..., Experience..., Prior call-center..., Prior exposure..., Working familiarity..., Experience with Zendesk, Jira, and Confluence. Also "You will adhere to our company's values and behaviors..." That's more about values/behaviors; could be part of Qualifications? Might be separate but we can include under Qualifications as preferred qualifications.
But we have separate Skills heading. So we should put skills under Skills heading.
Skills list from "Skills:" after Experience: "Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues. Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably. Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent). Empathy and patience when dealing with customers, with a focus on delivering outstanding service. Strong attention to detail and commitment to accurate documentation."
Also maybe include "Preferred Qualifications" items that are skills: Experience with Zendesk, Jira, Confluence; familiarity with SQL and GCP; etc. Those could be under Skills as well.
But we need to avoid duplication. We'll put under Skills: all skill-related items.
Qualifications: Education and Experience (including preferred qualifications like Associate degree etc). However the instruction says Qualifications heading for qualifications (education, experience). We'll put Education and Experience there. Preferred qualifications could be included under Qualifications as well (maybe as a sublist). But we must not invent headings; we can just include them as part of Qualifications content.
Benefits: list: Medical, Dental, Vision, "Use as needed" vacation policy, participation in employee option program.
Pay: salary range $20 - $22 USD.
Schedule: on-call overnight and weekend rotations, hybrid working schedule, rotations not exceed 40h, outside rotation regular schedule.
Also mention "The successful candidate will be required to work on-call and be open to a hybrid working schedule in Huntington, West Virginia." plus details about rotations.
We'll produce HTML.
Make sure not to include boilerplate: EEO statement, values list maybe? The values and behaviors are part of company culture; could be considered substantive? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. Values and behaviors might be considered part of company culture but not boilerplate? It's not EEO. It's values and behaviors. Might be okay to keep? But the instruction says "Prefer a few substantive sections over many thin ones." Could include values under About the role? But we already have About the role. Might be okay to include values and behaviors as part of About the role? However they are listed after "Preferred Qualifications". They are: Values: Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel. Behaviors: Be nice. 2. Be creative. 3. Be honest. 4. Be helpful.
These are substantive but could be considered part of company culture. Might be okay to include under About the role as a paragraph. However the instruction says use headings only for those specific categories; we could add a paragraph under About the role that includes mission/values. But we already have Who We Are and About the Opportunity. We could incorporate values there.
But to be safe, we can include them under About the role as a short paragraph.
We must not repeat job title.
Now produce HTML.
Structure:
About the role
Who we are paragraph + About the Opportunity paragraph + maybe values/behaviors.
Responsibilities
...
Qualifications
Education: ...
Experience: ...
Preferred qualifications: ...
(maybe as )
Skills
...
Benefits
...
Pay
Salary range: $20 - $22 USD.
Schedule
Details about on-call, hybrid schedule, rotations.
Make sure not to include empty sections.
Now extract precise text.
Who We Are: "We're a mission and values driven company with tremendous dedication to our customers. Our team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration and commitment to our core values and behaviors."
About the Opportunity: "The Support Analyst is the first point of contact for customers and internal users who need help with Synthesis Health technology solutions, across all three support domains: Clinical, Technical, and Interfacing & Connectivity. You will provide first-line triage, resolve straightforward issues directly, and route anything beyond first-line scope to the correct domain's Specialist team. This is an individual-contributor role. It is not a people-management role. The successful candidate will be required to work on-call and be open to a hybrid working schedule in Huntington, West Virginia."
Values and Behaviors: "Values: Clinical service first. Collaborate with our customers. Listen, respect, learn. Innovate to excel. Behaviors: Be nice. Be creative. Be honest. Be helpful."
We can combine.
Now Responsibilities list as above.
Qualifications:
Education: "High school diploma or equivalent combination of education and experience."
Experience: "Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector. Experience with radiology systems or medical technology products is a plus."
Preferred qualifications: list:
- Associate degree in healthcare technology, IT, radiology, or a related field.
- Experience in healthcare or technology industries.
- Experience with radiology systems, PACS, or medical technology products.
- Prior call-center or omni-channel support experience.
- Prior exposure to PACS, RIS, or other clinical imaging systems.
- Working familiarity with SQL and Google Cloud Platform (GCP) concepts. (This is strongly preferred at hire, not required. It becomes mandatory at the Technical Specialist level.)
- Experience with Zendesk, Jira, and Confluence.
Also "You will adhere to our company's values and behaviors and incorporate them in your interactions with colleagues and customers." That's more about expectations; could be under Qualifications or Skills. We'll put under Qualifications as a note.
Skills list:
- Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues.
- Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent).
- Empathy and patience when dealing with customers, with a focus on delivering outstanding
- .
List:
- Serves as the first point of contact for customer and internal inquiries by phone, email, and other omni-channel support tools.
- Performs first-call diagnosis to decide whether an issue can be resolved directly, or needs escalation, and if so, which domain it most likely belongs to: Clinical, Technical, or Interfacing & Connectivity.
- Resolves straightforward, well-documented issues directly. This includes basic navigation, account and access questions, standard configuration walkthroughs, and known-issue workarounds already documented in the knowledge base.
- Escalates issues beyond first-line scope to the right domain's Specialist team, with complete triage notes, reproduction steps, and a stated reason for the domain assignment.
- Completes the resolution taxonomy (resolution type and note) and the Category and Ticket Cause fields accurately on every ticket closed at the Analyst level, and captures complete triage notes on every ticket escalated.
- Uses session replay, the platform audit trail (view-only), and other first-line diagnostic tools to narrow down the issue before escalating.
- Educates customers on software and hardware functionality and best practices, to reduce repeat contacts.
- Follows up with customers to confirm resolution and satisfaction on tickets closed at the Analyst level.
- Maintains and contributes to the knowledge base, and flags gaps where a recurring issue has no documented fix.
- Monitors their own ticket queue against Time to First Response and other Analyst-level service targets.
- Agrees to be available for on-call overnight and weekend rotations as required. Rotations will not push total hours past a standard 40-hour work week. Outside of an assigned rotation, working hours are the regular schedule.
- Other duties as assigned.
Qualifications: Education and Experience.
Education: "High school diploma or equivalent combination of education and experience."
Experience: "Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector. Experience with radiology systems or medical technology products is a plus."
Also there is "Preferred Qualifications" list: Associate degree..., Experience..., Experience..., Prior call-center..., Prior exposure..., Working familiarity..., Experience with Zendesk, Jira, and Confluence. Also "You will adhere to our company's values and behaviors..." That's more about values/behaviors; could be part of Qualifications? Might be separate but we can include under Qualifications as preferred qualifications.
But we have separate Skills heading. So we should put skills under Skills heading.
Skills list from "Skills:" after Experience: "Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues. Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably. Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent). Empathy and patience when dealing with customers, with a focus on delivering outstanding service. Strong attention to detail and commitment to accurate documentation."
Also maybe include "Preferred Qualifications" items that are skills: Experience with Zendesk, Jira, Confluence; familiarity with SQL and GCP; etc. Those could be under Skills as well.
But we need to avoid duplication. We'll put under Skills: all skill-related items.
Qualifications: Education and Experience (including preferred qualifications like Associate degree etc). However the instruction says Qualifications heading for qualifications (education, experience). We'll put Education and Experience there. Preferred qualifications could be included under Qualifications as well (maybe as a sublist). But we must not invent headings; we can just include them as part of Qualifications content.
Benefits: list: Medical, Dental, Vision, "Use as needed" vacation policy, participation in employee option program.
Pay: salary range $20 - $22 USD.
Schedule: on-call overnight and weekend rotations, hybrid working schedule, rotations not exceed 40h, outside rotation regular schedule.
Also mention "The successful candidate will be required to work on-call and be open to a hybrid working schedule in Huntington, West Virginia." plus details about rotations.
We'll produce HTML.
Make sure not to include boilerplate: EEO statement, values list maybe? The values and behaviors are part of company culture; could be considered substantive? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. Values and behaviors might be considered part of company culture but not boilerplate? It's not EEO. It's values and behaviors. Might be okay to keep? But the instruction says "Prefer a few substantive sections over many thin ones." Could include values under About the role? But we already have About the role. Might be okay to include values and behaviors as part of About the role? However they are listed after "Preferred Qualifications". They are: Values: Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel. Behaviors: Be nice. 2. Be creative. 3. Be honest. 4. Be helpful.
These are substantive but could be considered part of company culture. Might be okay to include under About the role as a paragraph. However the instruction says use headings only for those specific categories; we could add a paragraph under About the role that includes mission/values. But we already have Who We Are and About the Opportunity. We could incorporate values there.
But to be safe, we can include them under About the role as a short paragraph.
We must not repeat job title.
Now produce HTML.
Structure:
About the role
Who we are paragraph + About the Opportunity paragraph + maybe values/behaviors.
Responsibilities
- ...
Qualifications
Education: ...
Experience: ...
Preferred qualifications: ...
(maybe as- )
Skills
- ...
Benefits
- ...
Pay
Salary range: $20 - $22 USD.
Schedule
Details about on-call, hybrid schedule, rotations.
Make sure not to include empty sections. Now extract precise text. Who We Are: "We're a mission and values driven company with tremendous dedication to our customers. Our team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration and commitment to our core values and behaviors." About the Opportunity: "The Support Analyst is the first point of contact for customers and internal users who need help with Synthesis Health technology solutions, across all three support domains: Clinical, Technical, and Interfacing & Connectivity. You will provide first-line triage, resolve straightforward issues directly, and route anything beyond first-line scope to the correct domain's Specialist team. This is an individual-contributor role. It is not a people-management role. The successful candidate will be required to work on-call and be open to a hybrid working schedule in Huntington, West Virginia." Values and Behaviors: "Values: Clinical service first. Collaborate with our customers. Listen, respect, learn. Innovate to excel. Behaviors: Be nice. Be creative. Be honest. Be helpful." We can combine. Now Responsibilities list as above. Qualifications: Education: "High school diploma or equivalent combination of education and experience." Experience: "Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector. Experience with radiology systems or medical technology products is a plus." Preferred qualifications: list: - Associate degree in healthcare technology, IT, radiology, or a related field. - Experience in healthcare or technology industries. - Experience with radiology systems, PACS, or medical technology products. - Prior call-center or omni-channel support experience. - Prior exposure to PACS, RIS, or other clinical imaging systems. - Working familiarity with SQL and Google Cloud Platform (GCP) concepts. (This is strongly preferred at hire, not required. It becomes mandatory at the Technical Specialist level.) - Experience with Zendesk, Jira, and Confluence. Also "You will adhere to our company's values and behaviors and incorporate them in your interactions with colleagues and customers." That's more about expectations; could be under Qualifications or Skills. We'll put under Qualifications as a note. Skills list: - Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues. - Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably. - Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. - Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent). - Empathy and patience when dealing with customers, with a focus on delivering outstanding