Senior Technical Support Analyst

🕒 May 28

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Amwell

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Amwell (previously known as American Well) is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. The Company offers a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, behavioral health, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 240 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, reaching over 80 million lives.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• 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