Technical Support Analyst

Technical Support Analyst

The Technical Support Analyst is responsible for providing technical support to WellSky clients. The scope of this job includes the timely resolution of user issues by defining technical problems and working with engineering teams to test, validate, and resolve issues as appropriate through SQL.

This opening is with our Bonafide Support team. If the details below sound like you, we invite you to apply today and join us in shaping the future of healthcare!

Key Responsibilities:

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering teams to identify, debug, test, and resolve client-facing application issues.
• Document Salesforce cases to accurately reflect complete investigation steps taken with resulting outcomes, next steps, and resolutions while including details of all client communications.
• Escalate and document unresolved issues as required and maintain ownership of issue through resolution.
• Ensure required response time and resolution times are met.
• Write, evaluate, and troubleshoot SQL queries to identify, investigate, and correct complex data-related problems.
• Conduct root cause investigations and recommend long-term corrective actions.
• Collaborate with cross-functional teams on continuous process improvements.
• Foster strong client relationships through clear communication, proactive support, and efficient issue resolution processes.
• Perform other job duties as assigned.

Required Qualifications:

• Bachelor's Degree or equivalent work experience
• At least 2-4 years relevant work experience
• SQL proficiency, including experience writing and troubleshooting queries, interpreting data, and joining tables to investigate technical issues
• Experience maintaining clear, accurate technical documentation, including investigation notes, customer communications, and issue resolutions
• Ability to analyze and interpret data to identify trends, troubleshoot application issues, and support data-driven decision making

Preferred Qualifications:

• Experience providing technical customer support in a software or IT environment
• Healthcare or healthcare IT experience, preferably within home health, hospice, or durable medical equipment (DME/HME)
• Experience using a customer relationship management (CRM) platform, such as Salesforce, to manage support cases and customer communications

Job Expectations:

• Willing to work additional or irregular hours as needed
• Must work in accordance with applicable security policies and procedures to safeguard company and client information
• Must be able to sit and view a computer screen for extended periods of time

WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.

Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:

• Excellent medical with Rx, dental, and vision benefits
• Mental Health support through EAP
• Generous paid time off, plus 13 paid holidays
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year