Technical Support Analyst

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Requirements:

• Minimum of 3 years of experience in product operations, Scrum, or other process-driven support roles.
• At least 2 years of hands-on experience using data analytics tools such as Microsoft Excel and SQL.
• 1+ years of experience working with IT ticketing systems or project management platforms (e.g., Azure DevOps, Jira, Wrike, Asana, Zendesk, ServiceNow).
• Understanding of Agile or Scrum methodologies.
• Prior experience in the healthcare industry is required; background in health tech is highly desirable.

Responsibilities:

• Own and manage the intake system for product operations issues related to Solera’s Network Partners.
• Track, update, and escalate work items across multiple internal ticketing systems to ensure timely and accurate communication with stakeholders.
• Facilitate cross-functional meetings, gather feedback, and translate insights into actionable improvements.
• Utilize BI tools and SQL queries to analyze operational metrics and identify areas for improvement.
• Deliver regular reporting on partner requests, customer satisfaction, and key operational milestones.
• Collaborate closely with Network, Product, Data Operations, Client Success, and Call Center teams to proactively address and resolve issues.
• Maintain and support the Network Partner Portal, ensuring partner access and timely resolution of submitted tickets.