eVisit is hiring a

Tech Support Analyst

Mesa, United States

As a Tech Support Analyst, you will be a trusted advisor to medical practices, helping healthcare providers and organizations overcome technology obstacles with their telemedicine offering. You will be responsible to review, analyze, and monitor video connectivity and performance, prevent network and technical issues, and intervene in real-time to resolve technical breakdowns. You will support data quality efforts by writing SQL scripts for data cleanup, analysis, and manipulation. This position will also manage customizing and maintaining telephone and support ticket systems.

In addition, you'll need to collaborate with multiple departments to ensure product reliability and stability and innovate business practices that strengthen our quality assurance and issue resolution processes. You will also track and report metrics, adjusting strategy and tactics based on your analysis of outcomes. Part tech consultant, project manager, systems manager and product expert, as a Tech Support Analyst you will be focused on ensuring that our customers connect to their patients through their telemedicine practice and be successful with eVisit.

Responsibilities:

  • Maintain a deep understanding of our product and ensure customers are aware of relevant features for their specific use case
  • Independantly plan, design, develop, test, implement, and document:
    • Custom reports using SQL and other reporting tools
    • Data cleanup, analysis, and manipulation of customer data
    • Custom functionality and automation within eVisit CRM and issue trackings systems
  • Leads or assists with various data quality projects
  • Manage customer business relationships, including approval of refunds, provision of complementary services, and other financially impactful decisions
  • Proactively identify and prioritize customers to focus efforts based on perceived risk, potential growth, and strategic value
  • Constantly assess “success criteria” for customers to drive satisfaction, adoption, and retention
  • Coach customers to be product experts, technically competent, and train them on the eVisit platform so they become increasingly self-sufficient
  • Work closely with Product and Business Development on feature pipeline opportunities based on customer feedback
  • Work cross-functionally to troubleshoot, escalate, and resolve technical issues
  • Answer customer phone calls, respond to communications, and resolve common technical issues, business questions, and other concerns
  • Manage support ticket system ensuring that eVisit customers do not have any technical obstacles or blockers
  • Improve upon our existing approaches to customer engagement and account management
  • Work on and develop internal initiatives to drive feature adoption and customer satisfaction with our product
  • Custom reports using SQL and other reporting tools
  • Data cleanup, analysis, and manipulation of customer data
  • Custom functionality and automation within eVisit CRM and issue trackings systems

Requirements

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience
  • 1 year of experience as a Technical Analyst, Engineering Analyst, Customer Success Manager, Solutions Consultant, or related position for an enterprise SaaS product or 1 year of experience in technical project management, either in corporate IT, professional services, consulting or product development
  • Advanced analytical and problem-solving
  • Ability to handle multiple tasks, set priorities, and meet deadlines
  • Strong interpersonal and relationship-building skills
  • Self-starter and detail-oriented
  • Ability to analyze complex sets of data

Preferred qualifications:

  • 3 years of experience as a Technical Analyst, Engineering Analyst, Customer Success Manager, Solutions Consultant, or related position for an enterprise SaaS product or 3 years of experience in technical project management, either in corporate IT, professional services, consulting or product development
  • Experience managing renewal conversations and renewing existing agreements and delivering Technology Solutions services at scale
  • Strong MS SQL knowledge, including advanced ability to write code
  • Experience with analytics tools (Grow, R, Tableau, Periscope) is desired
  • Experience managing and leading cross functional teams with proven success
  • Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data and industry
  • Strong people and organizational management skills; a natural leader and mentor; ability to adapt to a rapidly changing product and respond strategically to customer needs
  • Strong cross-functional project management, communication, and stakeholder management skills

Benefits

  • Competitive salary
  • Great benefits package including medical, dental, vision, HSA & FSA plans
  • 401(k)
  • Generous PTO plan, plus 10 paid national holidays
  • Fun, collaborative environment where the company is working to define the future of telemedicine
  • Excellent opportunity for professional growth

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