Client Support Advocate - Claims Management

waystar; Louisville (KY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive total rewards (base salary

Customizable benefits package

Generous PTO and holidays

Paid parental leave

Education assistance and LinkedIn学习

Job summary

Waystar is seeking a capable Technical Support professional in Louisville to address customer inquiries via phone, email, and chat. You will diagnose software issues, analyze data, and coordinate with engineering and product teams to resolve defects. Strong communication and CRM proficiency are essential for success.

You will also contribute to knowledge base content, assist with product testing, and help maintain high customer satisfaction through proactive problem solving.

Qualifications

• 2-4 years in technical support or application support, preferably SaaS.
• Ability to diagnose and resolve complex technical issues, including software configuration, data analysis, and system integrations.
• Excellent written and verbal communication, with ability to explain technical concepts to non-technical users.

Responsibilities

• Respond to and resolve complex product support inquiries via phone, email, and ticketing system within SLAs.
• Diagnose and troubleshoot issues related to software functionality, data discrepancies, integrations, and user experience.
• Collaborate with engineering, product management, and QA to escalate and resolve complex defects.
• Document all support interactions and resolutions in the CRM system.
• Provide training and guidance to clients on product features and best practices.
• Contribute to knowledge base articles, FAQs, and support documentation.
• Participate in testing new product releases to ensure support readiness.
• Identify trends in support issues and provide feedback to product teams.

Skills

Technical support

SaaS experience

Customer service

SQL querying

CRM systems

Education

Bachelor's degree in CS/IT or related field

Tools

Zendesk

Salesforce Service Cloud

Job description

ABOUT THIS POSITION

Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro / mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.

WHAT YOU'LL DO

• Respond to and resolve complex product support inquiries from clients via phone, email, and ticketing system, adhering to established service level agreements (SLAs).
• Diagnose and troubleshoot technical issues related to software functionality, data discrepancies, integrations, and user experience.
• Collaborate with engineering, product management, and quality assurance teams to *escalate and resolve* complex or persistent product defects.
• Document all support interactions, resolutions, and relevant technical information accurately and thoroughly in the CRM system.
• Provide training and guidance to clients on product features, best practices, and workarounds.
• Contribute to the creation and maintenance of internal and external knowledge base articles, FAQs, and support documentation.
• Participate in testing new product releases and updates to ensure support readiness.
• Identify trends in support issues and provide feedback to product development teams for continuous improvement.
• Maintain a high level of customer satisfaction through professional, empathetic, and efficient problem resolution.

WHAT YOU'LL NEED

• 2-4 years of experience in a technical support, product support, or application support role, preferably within a SaaS environment.
• Proven ability to diagnose and resolve complex technical issues, including software configuration, data analysis, and system integrations.
• Strong understanding of customer service principles and best practices.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and CRM software.
• Experience with healthcare IT or revenue cycle management (RCM) software is a significant plus.
• Familiarity with SQL for data querying and analysis is desirable.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or loc