Technical Support Analyst

About the role

The Technical Support Analyst is responsible for providing technical support to WellSky clients. The scope of this job includes the timely resolution of user issues by defining technical problems and working with engineering teams to test, validate, and resolve issues as appropriate through SQL. This opening is with our Bonafide Support team.

Responsibilities

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering teams to identify, debug, test, and resolve client-facing application issues.
• Document Salesforce cases to accurately reflect complete investigation steps taken with resulting outcomes, next steps, and resolutions while including details of all client communications.
• Escalate and document unresolved issues as required and maintain ownership of issue through resolution.
• Ensure required response time and resolution times are met.
• Write, evaluate, and troubleshoot SQL queries to identify, investigate, and correct complex data-related problems.
• Conduct root cause investigations and recommend long-term corrective actions.
• Collaborate with cross-functional teams on continuous process improvements.
• Foster strong client relationships through clear communication, proactive support, and efficient issue resolution processes.
• Perform other job duties as assigned.

Required Qualifications

• Bachelor's Degree or equivalent work experience
• At least 2-4 years relevant work experience
• SQL proficiency, including experience writing and troubleshooting queries, interpreting data, and joining tables to investigate technical issues
• Experience maintaining clear, accurate technical documentation, including investigation notes, customer communications, and issue resolutions
• Ability to analyze and interpret data to identify trends, troubleshoot application issues, and support data-driven decision making

Preferred Qualifications

• Experience providing technical customer support in a software or IT environment
• Healthcare or healthcare IT experience, preferably within home health, hospice, or durable medical equipment (DME/HME)
• Experience using a customer relationship management (CRM) platform, such as Salesforce, to manage support cases and customer communications

Schedule

Willing to work additional or irregular hours as needed.

Benefits

• Excellent medical with Rx, dental, and vision benefits
• Mental Health support through EAP
• Generous paid time off, plus 13 paid holidays
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year