Support Analyst

IT
Portland, Oregon
February 2, 2023
Full Time

Job Overview

  • Date Posted
    February 2, 2023
  • Location
    Portland, Oregon
  • Expiration date
    April 3, 2023
  • Requisition ID
    SA001
  • Working Type
    Hybrid

Job Description

The Support Analyst is responsible for tickets that flow in through various support channels and will work closely with Product Operations and Delivery teams on day to day performance and response to support requests as needed.

Responsibilities:

  • Respond and action incoming tickets through Notables support channels (Zendesk, email, etc)
  • Work with Delivery teams to ensure timely action and follow up to reported cases
  • Triage incoming issues for appropriate response
  • Ensure tickets are responded to according to Notables defined support SLA’s
  • Partner with Product Operations and Delivery teams to drive issues to a resolution
  • Follow up with customers to ensure resolution to reported tickets and customer satisfaction

 

 

Responsibilities and required skills

 

Required Skills:

  • 2-3 years experience in working with SaaS based troubleshooting
  • Experience with ticketing platforms a must - ServiceNow, Zendesk, etc.
  • 
Experience with SaaS based technology and troubleshooting
  • Ability to communicate results and actions clearly to internal and external stakeholders
  • Good documentation/note-taking skills
  • Ability to resolve customer issues and defuse high stress situations
  • Abiltiy to speak to all levels of an organization for Ticket support
  • Familiarity with Healthcare terminology
  • EMR/EHR experience preferred

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