• Handle functional support inquiries and provide solutions to meet customer needs.
  
• Act as the primary contact for functional escalations, providing insights and solutions to customers.
  
• Communicate effectively with customers, including strong executives presence, de-escalation, and relationship management.
  
• Communicate with customers to understand their needs by asking probing questions and explaining product value along with offerings the customer may not currently be using.
  
• Ensure the timely and successful delivery of solutions, according to customer needs and objectives with exceptional customer service.
  
• Support customers with document or workflow update requests; partner internally to ensure completion per scope of work.
  
• Walk customers through troubleshooting and ensure customers maximize system functionality.
  
• Facilitate customer calls, as needed, as part of the resolution efforts and to understand or explain complex issues.
  
• Responsible for system issue intake, creating Jira ticket, and follow-up and follow through on tickets; update the customer throughout the process.
  
• Expertly resolve complaints; prevent escalations and prevent additional issues by improving processes while properly maintaining and updating customer information sources.
  
• Collaborates with various internal departments to ensure fulfillment of customer requests; own and drive the process.
  
• Conduct user training sessions and ensure customers are utilizing the platform effectively.
  
• Supports internal User Acceptance Testing (UAT) Efforts
  
• Responsible for Knowledge Hub maintenance
  
• Track and monitor customer KPIs per account
  
  
  
  

Requirements

Experience and Education

• Bachelor’s degree in Business, Healthcare, or a related field along with Masters in Healthcare Administration.
  
• 3+ years of experience in a customer support or business analyst role within US healthcare technology.
  
• Strong functional analysis skills with experience in requirements gathering and problem-solving.
  
• Comfortable using collaboration tools such as Teams, Atlassian (Confluence & Jira), Wrike, Loop, Power BI, etc.
  
• Proficient in MS Office applications (e.g., Outlook, Word, Excel, PowerPoint)
  
• Excellent verbal and written communication skills to interact with customers and internal teams.
  
• Ability to work effectively both independently and as part of a team.
  
• Experience in leading smaller projects, coordinating across multiple departments of an organization, and driving for results.
  
• Knowledge of file management, transcription, and other administrative procedures
  
• Highly organized, focused and results driven to meet both deadlines and expectations.
  

Ability to work in US hours to support customers in the US time zone