Apply on Employer Site

Waystar · 1 day ago

Customer Support Analyst

Atlanta, GA

Full-time

Hybrid

Entry Level

1+ years exp

Waystar is an enterprise AI company that focuses on creating value for healthcare professionals through innovative technology. The Customer Support Analyst will manage customer inquiries, troubleshoot issues, and improve support documentation while ensuring a high-quality client experience.

FinanceHealth CarePaymentsSoftware

Growth Opportunities

Responsibilities

Hold a working knowledge of Waystar applications, and technologies, and client base

Manage first level support for incoming customer inquiries and provide basic troubleshooting support in a timely and professional manner

Investigate and fix issues reported by our users; communicating progress back to the client and setting clear expectations

Maintain detailed records of all internal and external customer interactions

Improve current documentation, knowledge base articles, FAQ’s and training materials for the internal support team

Follow support processes and procedures and understanding of what resources are available for self-service

Escalate complex and high priority issues to Senior support staff and cross-functional teams as necessary to determine resolutions

Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication

Identify trends to address with the client or internally to improve client experience and workflow

Approach every client interaction with a total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools

Identify and advocate for robust solutions to recurring issues that affect our customer base

Assist in quality assurance, deployment, and preparation for new releases

Expand your skill set in technologies to create solutions for customers (Examples – PostgreSQL, Excel, IntelliJ, Iguana, Grafana, Browser Dev Tools, XML)

Cultivate processes and team culture for scale

Other small-scale support related special projects during downtime

Qualification

PostgreSQLExcelIntelliJZendesk SupportHealthcare industry knowledgeClient focusProblem solvingAttention to detailTeam playerPositive attitude

Required

Bachelor's degree

1+ years of relevant experience

High technical aptitude OR existing basic knowledge level with applicable technologies (E.g., PosgreSQL, Excel, IntelliJ, Iguana, Grafana, Browser Dev Tools, XML, etc.)

Familiarity with healthcare industry and clinical concepts

Experience using a Support ticketing system such as Salesforce or Zendesk Support

Ability to communicate concisely and clearly, both written and verbal

Client focus mindset - provide value beyond expectation and approach work with internal and external clients' interests top of mind

Apply logic, research, and data to inform decisions

Demonstrate empathy and patience for end users; takes a personal stake in our clients' success

A problem solver's mentality: wants to open up the machine to see how it works

Attention to detail, highly organized, with an absolute focus on quality of work

Proven track record of managing multiple, competing priorities while consistently exceeding goals

Team player DNA with a desire to solve for the interests of our clients and of our business

Positive, self-starter attitude with high level of personal ownership and accountability

Travel to and from company headquarters in Austin, Texas is required for new hire orientation, onboarding and occasional company meetings

Benefits

Competitive total rewards (base salary + bonus, if applicable)

Customizable benefits package (3 medical plans with Health Saving Account company match)

We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays

Paid parental leave (including maternity + paternity leave)

Education assistance opportunities and free LinkedIn Learning access

Free mental health and family planning programs, including adoption assistance and fertility support

401(K) program with company match

Pet insurance

Employee resource groups