Technical Support Analyst
New
W
Ways2WellHealthcare Technology
United StatesFull-TimeEntry
Salary55,000 - 65,000 USD per year
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Job Details
- Required Skills
- DocumentationCustomer serviceCritical thinking
Requirements
- Demonstrated ability to troubleshoot and resolve technical issues across multiple platforms, including web applications, mobile apps, and internal software systems
- Prior work experience in a professional setting
- Strong verbal and written communication skills
- Excellent customer service skills
- A curious, investigative nature with strong critical-thinking skills
- A growth mindset and demonstrated ability to learn from mistakes and take ownership of outcomes
- Ability to work collaboratively with developers and technical teams
- Strong attention to detail and documentation skills
Responsibilities
- Provide first-line technical support for internal software systems and patient-facing technology platforms, including EMR, mobile apps, web apps, marketing sites, pharmacy systems, lab systems, e-commerce, and internal reporting tools
- Troubleshoot and diagnose technical issues across multiple platforms, discerning between a technical issue, a process issue, and user error, and applying sound judgment on when an issue requires escalation versus direct resolution
- Ask thoughtful, investigative questions and gather clear evidence to support root-cause diagnosis
- Communicate directly with patients to help resolve technical difficulties, explaining issues and solutions in clear, non-technical language
- Coordinate with developers and engineering teams to escalate and implement fixes for complex or recurring issues
- Monitor and assist in maintaining overall system performance, uptime, and reliability
- Document common technical issues, troubleshooting steps, and resolutions in a shared knowledge base
- Track and prioritize support tickets or requests using our ticketing system
- Assist with user onboarding and basic training for internal staff or patients
- Stay current on updates, patches, and new features across supported platforms
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