Technical Support Analyst

Location: Atlanta, GA

Department: Patientco

Type: Full Time

Min. Experience: Mid Level

OVERVIEW

At Patientco, we are building the future of healthcare payments. Our technology is helping create a better payment experience for patients and in turn, providing incredible value to healthcare providers across the U.S.  Whether you are customer facing or working diligently behind the scenes, everyone at Patientco plays a vital role in improving the healthcare experience of millions of people. It’s a big job, but we wouldn’t have it any other way!

As a Technical Support Analyst at Patientco you’ll be responsible for analyzing, researching and solving technical issues to ensure that customer expectation and internal team members needs are met.  Reporting to Manager, Customer Support, you will be the primary liaison with customers, development teams(s), implementation team(s), and client success managers on an extensive basis. 

You will receive cases from across the organization and perform research to determine the root cause of the issue.  Partnering with appropriate teams, this position will perform the preliminary research to set the engineering team up for successfully resolving the issue.   You will also be responsible for building the appropriate timelines and communication among the teams to ensure that clients’ needs are met and communicated to the client. 

The Technical Support Analyst is the key internal escalation point for our internal stakeholders. 

Want to learn and solve complex technical issues?  Have love for working with teams and solving customer issues?  Do you have a passion for solving problems?  Read on….

KEY SKILLS YOU SHOULD HAVE FOR CONSIDERATION:

  • Bachelor’s Degree, a Computer Science, Engineering, or Information Technology degree preferred
  • 3-5+ years of experience in a technical support role
  • 3 years of experience working in SQL knowledge base
  • 2+ years working in Customer Support
  • Experience with Healthcare strongly preferred
  • Experience with transaction/batch processing and high-availability systems
  • Ability to write SQL queries and understand a relational database
  • Ability to troubleshoot and identify problems with a Web-based product
  • Strong ability to communicate, both written and spoken, with customers and internal employees
  • Ability to use Excel and write Excel formulas
  • Ability to gather and interpret relevant data and information
  • Ability to use inductive reasoning
  • Ability to think analytically and be a problem solver
  • Strong work ethic and team player

JOB ACCOUNTABILITIES

  • Gathering information, researching, troubleshooting and resolving issues on a web-based product.
  • Proactive collaboration across the organization to receive and prioritize cases.
  • Talking directly to customers to answer technical questions and inquiries about data analysis and reporting.
  • Writing, understanding, and interpreting for partners MySQL statements.
  • Writing MySQL statements to generate custom reports when necessary.
  • Learning and staying up to date the product's database schema.
  • Managing customer data process through data files received and evaluating quality and integrity of data received.
  • Engaging the right customer as needed to resolve data integrity issues.
  • Troubleshooting data issues with internal and external customers. Providing expertise on complex data uploads.
  • Assisting the Data Operations department with reports including usage, performance and custom reports.
  • Work with providers to troubleshoot issues with EMV terminals that maybe prevent payment transactions with basic trouble shooting steps.
  • Own and maintain internal feedback loop around issues between Engineering , Customer Support, Client Success, Account Management, and Product. 
  • Participate in UAT testing and provide feedback for product feature enhancements that affect provider and patient facing functionality.
  • And more....

WE VALUE

We are a team at Patientco and that’s not just some corporate mumbo jumbo. We expect a ton out of everyone here but that’s what makes it great. The whole is far greater than the sum of its parts. We value excellent communication and collaboration skills, creative problem solving, empathy, open mindedness, extreme attention to detail, a healthy dose of grit and a good sense of humor.

SWEET PERKS

We take care of our own at Patientco. Some of the highlights include our infamous “Free Food Fridays”, casual dress code, no vacation tracking, monthly social events, and of course a full benefits package including health/dental/vision/401k. Bottom line: it’s a great place to work!

Learn more about Patientco at patientcolife.com!

 

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