- Company Name
- Cority
- Job Title
- Support Analyst I
- Job Description
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Job title: Support Analyst I
Role Summary:
Provide senior-level technical support and escalation management for the Meddbase platform. Resolve complex customer issues, coordinate with cross‑functional teams, maintain detailed documentation, mentor junior analysts, and drive continuous improvement of support processes.
Expectations:
- Deliver timely, accurate resolution of escalated cases.
- Maintain clear, updated records in the ticketing system.
- Communicate proactively with customers and internal stakeholders.
- Identify and report recurring issues for product improvement.
- Mentor and coach Analysts I and II.
Key Responsibilities:
- Respond to customer escalations via phone or email, diagnosing and solving advanced technical and functional problems.
- Troubleshoot configuration, workflow, integration, access, and behavior anomalies in the Meddbase platform.
- Escalate issues to Technical and Functional Advocate teams with full context and progress tracking.
- Log support cases with detailed notes, updates, and final resolutions.
- Provide regular status updates to customers, managing expectations.
- Partner with Engineering, Professional Services, Product Management, and other departments to resolve high‑priority cases.
- Analyze escalation trends, communicate patterns to relevant teams, and contribute to root‑cause analysis.
- Mentor Analysts I and II, offering guidance, coaching, and technical assistance.
- Recommend and implement improvements to support workflows, escalation paths, documentation, and tooling.
- Maintain expert knowledge of Meddbase, staying current with new features and updates.
- Uphold security, compliance, and data‑handling standards; report incidents promptly.
- Create, review, and maintain high‑quality knowledge base articles and documentation.
Required Skills:
- Advanced troubleshooting and analytical skills for SaaS/cloud platforms.
- Strong verbal and written communication suitable for technical and non‑technical audiences.
- Experience with ticketing systems (e.g., Salesforce CRM or similar).
- Ability to manage competing priorities and work independently.
- Organizational skills and ability to handle rotating shift schedules (evenings, weekends, holidays).
- Proactive learning mindset, positive attitude, and commitment to knowledge sharing.
Required Education & Certifications:
- Bachelor’s degree in Communications, Business Administration, Computer Science, Information Systems, or related field, or equivalent combined education and experience.
- Experience in software support, customer support, or technical help desk within SaaS or healthcare technology preferred.
- Knowledge of occupational health or healthcare industry is an asset.