Technical Support Analyst II

Company: Relatient LLC
Location: Franklin
Posted on: January 15, 2022

Job Description:

Do you have a passion for helping people? Are you intrinsically rewarded by solving complex issues and making a customer's day better? Do you thrive in a fast-paced environment where every day brings new challenges? Do you have troubleshooting skills, an "I'll find a way to get it done" attitude, and are resourceful enough to think through multi-layered systems all the while maintaining your composure and managing your time?If you answered yes to all of these questions, then a Technical Support Representative role at Relatient is right for you!Relatient is a leading provider of integrated messaging solutions for practices, hospitals and health care systems. We take a patient-centered approach to engagement, utilizing the power of real-time clinical data to deliver timely messages between patients and their care providers.Named one of Deloitte's 2018 & 2019 Technology Fast 500 and a 2019 Red Herring Top 100 winner, Relatient is changing the way healthcare providers engage with their patients.Job RoleAs a Technical Support Representative, you will be responsible for acting as a liaison between customers and Interface, Development, Billing/Accounting, Sales, and On-Boarding department(s). You will assist with complaints, add-on orders/adjustments, technical errors, phone transfer requests to other departments, web portal functionality, case management, Web Portal training, and customer satisfaction.Enhance overall Relatient customer experienceResolve customer complaints via phone, email, and/or support casesSubmit and assign support casesMonitor support portal and keep customer updated on status of case(s)Update customer information such as addresses and phone numbersProperly prioritize customer requestsGuide customer with solutions when issue appears to be user error/lack of knowledgeUtilize computer technology to handle high call/support ticket volumesWork with customer service manager to ensure proper customer service is being deliveredClose out or open call /email records in support portalTransfer customers to appropriate department(s)Inform support team when issue(s) are high priorityBasic research of issues before assigning case(s)Web Portal training/supportCustomer Notification of Case Resolution(s)RequirementsBachelors degree, or equivalent experience, preferred, but not required if has experience in related field3+ years experience in a Customer Support role, preferably in a technical support role.Skills and QualificationsCustomer ServiceProduct KnowledgeQuality FocusProblem SolvingDocumentation SkillsListeningPhone SkillsResolving ConflictAnalyzing InformationMulti-taskingTechnical SkillsProblem-solving SkillsTroubleshooting SkillsAbout RelatientFounded in 2014, our offices are located in historic Franklin and Cookeville, TN and include a casual, dynamic work environment with a spirit of innovation and growth.Our team consists of smart, driven, and creative people who are motivated to impact the way in which healthcare providers engage with their patients. Our platform takes a patient-centered approach to engagement, utilizing the power of real-time clinical data to deliver timely messages between patients and their care providers. Our platform effortlessly automates appointment reminders, patient billing and payment collection, satisfaction surveys, self-check-in, non-medical transportation and on demand messaging.What We OfferBase salary plus incentivesMedical, dental, and vision insuranceEmployer HSA match contributionEmployer paid Life Insurance100% employer paid long-term disability insurance401kGenerous PTO policy which includes 3 weeks paid time off plus all 9 paid holidaysComplimentary perks such as an annual employee awards banquet, holiday parties, monthly lunches, bottomless snacks and coffeeCasual culture with approachable leadershipGreat office environments located in historic Franklin, TN and beautiful Cookeville, TN.Learn more about our company at relatient.netRelatient is an equal employment opportunity employer.

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Keywords: Relatient LLC, Franklin , Technical Support Analyst II, IT / Software / Systems , Franklin, Tennessee