[Remote] Technical Support Analyst

Note: The job is a remote job and is open to candidates in USA. Relatient is a healthcare organization focused on optimizing patient access through innovative technology solutions. The Technical Support Analyst serves as a liaison between clients and internal teams, managing inquiries, resolving technical issues, and ensuring a high-quality client experience.

Responsibilities

• Deliver a high-quality client experience by serving as the primary point of contact for support inquiries and issue resolution
• Resolve client complaints and troubleshoot product issues via phone, email, and support cases
• Submit, assign, and manage support cases, ensuring timely follow-up and clear communication with clients
• Monitor the support portal and keep clients informed on the status and resolution of their cases
• Prioritize incoming requests effectively to meet service level expectations and business needs
• Guide clients through solutions, particularly in cases of user error or knowledge gaps
• Handle high volumes of calls and support tickets using internal systems and tools
• Collaborate with team leads and cross-functional partners to ensure consistent, high-quality customer service
• Accurately document and manage call and email records within the support portal
• Route or transfer clients to the appropriate internal departments when needed
• Escalate high-priority issues to the support team to ensure rapid resolution
• Conduct basic issue research and troubleshooting prior to case assignment
• Provide web portal training and ongoing support to clients
• Communicate case resolution clearly and effectively to clients
• Perform other duties as assigned

Skills

• Bachelor's degree in a related field or equivalent experience in lieu of a degree
• 1+ years of experience in a customer support environment, preferably in a technical support role
• Basic to intermediate SQL experience (including writing queries; experience with joins is a plus)
• Foundational understanding of programming or scripting languages
• Strong problem-solving skills with the ability to troubleshoot technical issues and guide clients to resolution

Benefits

• Medical, dental, and vision coverage
• Company-paid life and disability insurance
• HSA with employer contributions
• Employee Assistance Program (EAP)
• 401(k) with company match
• Unlimited PTO, 10 paid holidays, and paid parental leave

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