Technical Support Analyst
New
H
Humata Health, IncHealth Tech
Remote, USFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum 3 years experience supporting B2B SaaS products
- Required Skills
- Data AnalysisJiraTechnical support
Requirements
- Bachelor's degree in Information Systems, Computer Science, or equivalent
- Minimum 3 years experience supporting B2B SaaS products
- Experience with JIRA or similar ticketing systems
- Excellent oral and written communication skills
- Strong analytical thinking skills
- Ability to thrive in a fast-paced, start-up environment
Responsibilities
- Deliver high-quality technical support to customers using Humata technology
- Ensure appropriate routing and triaging of customer tickets to ensure effective resolution per customer SLAs
- Follow and contribute to escalation procedures and standard operating protocols (SOPs) to maintain efficiency and consistency across support tiers
- Support the implementation of AI-driven support tools to reduce manual workload
- Analyze customer support data to identify recurring issues and communicate to leadership
- Resolve Tier 1 and Tier 2 tickets autonomously
- Track the lifecycle of open tickets and engage in cross-functional communication
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