Strategic Technical Support Analyst

ABOUT THIS POSITION

We are looking for a Enterprise Technical Support Analyst who is passionate, curious, and joyfully optimistic. The Enterprise Technical Support Analyst serves as a front-line support contact for Waystar’s most strategic clients. The Enterprise Technical Support Analyst provides support to our clients for simple, urgent, and/or complex issues. This is accomplished by handling support inquiries either by phone or by our web portal. The ideal candidate understands the importance of professionalism when working with high profile clients and can prioritize tasks with the needed sense of urgency.

WHAT YOU'LL DO

• Answer incoming calls and/or web cases from our most strategic clients.
• Make outbound calls as needed to clients to resolve support cases.
• Respond to case comments from our web portal to support our clients.
• Documents support cases thoroughly, showing research steps and resolution.
• Identify client concerns and engage appropriate internal resources to ensure timely resolution.
• Use resources to resolve issues in a timely and self-sufficient manner.
• Communicates well within department and with other departments.
• Strives to meet and excee...