Sr Technical Operations Analyst

Company Description

At Amwell, we're transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don't just matter—they drive real change, improving lives on a global scale.

We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry's biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care.

Brief Overview

Amwell is seeking a motivated and energetic Technical Support Operations Analyst to join the customer support team. The Technical Support Operations Analyst works with the L2 leadership team to ensure day-to-day operations are handled. The ideal candidate has experience as a senior member of a support organization, with a record of mentorship, project management and outstanding KPI delivery. The candidate must thrive in a rapidly changing and result-driven environment. Solid communication, creative problem solving, and technical aptitude are all key attributes for this role.

Core Responsibilities

• Assist in the operation of the daily L2 team responsibilities, including daily queue management, answering case specific questions and coaching team members.
• Usher case escalations to resolution, partnering with internal and external team members and maintaining effective lines of communication.
• Create and track support tickets with a strong focus on customers' experience and needs.
• Collaborate with external teams to ensure workflows, templates, policy and procedures are audited and updated frequently.
• Manage weekly L2 change notifications, delivering key updates around process, our products, implementations, PSUPS and other outside factors that impact our L2 workflows.
• Creating knowledge articles and training materials, increasing team effectiveness and team efficiency.
• Mentor other members of the organization, providing guidance, constructive feedback and being a point of escalation for case work.
• Support critical incident management efforts by providing case troubleshooting insights and/or customer information as needed.
• Troubleshoot technical issues and reproduce recurring software and hardware issues for resolution or dev escalation.
• Identify case trends and assist in creating action plans for "bucketed" work queues at the L2 level.
• Develop and maintain and holistic understanding of the processes, tools and systems within the L2 scope of support.
• Works to ensure team day-to-day functions continue as normal, leading daily standups and team calibrations while maintaining direction provided and is unified with direction of leadership and company.
• Research yearly plan with management for development, including personal growth activates and leadership development, and actively execute plan.
• Maintains weekly rotational Convoy assistance for L2 and updates team members of enhancements.

Qualifications

Minimum 4-6 years of experience