Senior Technical Support Analyst

🕒 Maio 28

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Amwell

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

A Amwell (anteriormente conhecida como American Well) é uma plataforma líder de telessaúde nos Estados Unidos e globalmente, conectando e permitindo que provedores, seguradoras, pacientes e inovadores ofereçam maior acesso a cuidados mais acessíveis e de maior qualidade. A Amwell acredita que a prestação de cuidados digitais transformará a saúde. A empresa oferece uma plataforma única e abrangente para suportar todas as necessidades de telessaúde, desde cuidados urgentes até agudos e pós-agudos, saúde comportamental, bem como gerenciamento de cuidados crônicos e vida saudável. Com mais de uma década de experiência, a Amwell alimenta soluções de telessaúde para mais de 240 sistemas de saúde compostos por 2.000 hospitais e 55 parceiros de planos de saúde com mais de 36.000 empregadores, alcançando mais de 80 milhões de vidas.

Descrição

• 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

🎯 Requisitos

• 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. • Outstanding time management and organization skills. • Proven track record of success in leading programmatic growth and impact through partnerships with internal teams, collaboration, and strong communication. • Proven ability to meet aggressive deadlines, utilizing sound project management methodologies (processes, best practices, tools, and templates). • Ability to manage initiatives and achieve goals and objectives with evolving and changing scope while managing expectations with internal/external stakeholders. • BA or BS Degree required, or equivalent 4 or more years of experience. • Position may require a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation.

🏖️ Benefícios

• Flexible Personal Time Off (Vacation time) • 401K match • Competitive healthcare, dental and vision insurance plans • Paid Parental Leave (Maternity and Paternity leave) • Employee Stock Purchase Program • Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program • Free Subscription to the Calm App • Tuition Assistance Program • Pet Insurance