Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff.
Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges.
Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently.
Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects.
Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment.
Track issues through resolution, ensuring appropriate follow-up and communication with end users.
Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support.
Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability.
Partner cross-departmentally to align technical solutions with operational needs and frontline realities.
Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.

Ability to work independently with minimal supervision and collaboratively, high level of self-motivation and energy with the ability to problem-solve in chaotic environments.
Verbal and written communication skills as evidenced by positive interactions with coworkers and management.
Work cross-functionally and collaboratively with other team members to accomplish mutual goals. Bring a positive and supportive attitude to achieving these goals.
Ability to balance tasks with competing priorities and bring critical thinking into discussions, curiosity, and passion to learn, innovate, able to take thoughtful risks, and get things done.
Work with many different departments and identify problems that staff and others face in the operations/industry.
Maintain a positive attitude under pressure.
Relevant professional experience supporting healthcare, clinical research, or operational technology environments may be considered in lieu of a formal degree.

Systems Support Analyst

Key skills