Sr Technical Support 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 Sr Technical Support Analyst to join the customer support team. The Sr Technical Support Analyst works cross-functionally to promote prioritization and provide support for Amwell customers. The ideal candidate has experience as an independent contributor and as part of a team. The candidate must thrive in a rapidly changing and results-driven environment. Solid communication, creative problem solving, and technical aptitude are all key attributes for this role. A track record of building durable and effective working relationships among cross-functional internal and external teams is a must.

Core Responsibilities

• Monitor, prioritize, and coordinate clients' overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met.
• Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership.
• Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed
• Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties.
• Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics.
• Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs.
• Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts.
• Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally.
• Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support
• Obtain and maintain technical issue troubleshooting proficiency

Qualifications

• Minimum 4-6 years of experience working in a Services, Support, or Operations organization, project management and/or consulting organization responsible for the oversight and/or delivery and support of enterprise software implementation projects.
• Exceptional communication, leadership, and cross-functional team building skills