•Provide empathetic, high-quality support to clients managing, configuring, and using our clinical applications.

•Develop deep expertise in our cloud-based software to support clinical workflows and patient care in long-term care settings.

•Troubleshoot technical issues through log analysis, research, and problem recreation.

•Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution.

•Leverage and contribute to the internal knowledge base to improve support efficiency.

•Consistently meet or exceed service delivery standards and key performance indicators (KPIs).

•Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.

•Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.

Your Key Strengths:

•Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.

•1-2 years of SaaS support experience, Technical Support, and or Operations Support environment

•Understanding of clinical workflows in long term care or medical facilities (preferred, not required)

Solutions Analyst (Acute and Payer-General Support)

Responsibilities