Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met.
Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership.
Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed
Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties.
Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics.
Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs.
Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts.
Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally.
Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support.
Obtain and maintain technical issue troubleshooting proficiency

Minimum 4-6 years of experience working in a Services, Support, or Operations organization, project management and/or consulting organization responsible for the oversight and/or delivery and support of enterprise software implementation projects.
Exceptional communication, leadership, and cross-functional team building skills.
Outstanding time management and organization skills.
Proven track record of success in leading programmatic growth and impact through partnerships with internal teams, collaboration, and strong communication.
Proven ability to meet aggressive deadlines, utilizing sound project management methodologies (processes, best practices, tools, and templates).
Ability to manage initiatives and achieve goals and objectives with evolving and changing scope while managing expectations with internal/external stakeholders.
BA or BS Degree required, or equivalent 4 or more years of experience.
Position may require a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation.

Flexible Personal Time Off (Vacation time)
401K match
Competitive healthcare, dental and vision insurance plans
Paid Parental Leave (Maternity and Paternity leave)
Employee Stock Purchase Program
Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
Free Subscription to the Calm App
Tuition Assistance Program
Pet Insurance

Senior Technical Support Analyst

Key skills