Enterprise Technical Support Analyst

Waystar; Louisville (KY); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive total rewards (base salary + bonus, if applicable)

Customizable benefits package

Generous paid time off starting with 3 weeks

Paid parental leave

Education assistance opportunities

Free mental health programs

401(K) program with company match

Pet insurance

Job summary

Waystar in Louisville, Kentucky is looking for an Enterprise Technical Support Analyst to join their team. In this role, you will serve as a critical front-line support contact for Waystar’s major clients, addressing simple to complex issues with urgency and professionalism.

The ideal candidate will have a 4-year bachelor’s degree, and experience in healthcare services is preferred. Strong client service and technical skills are essential, along with the ability to work both independently and as part of a team.

Qualifications

• Preferably have a background in healthcare such as medical billing or revenue cycle management.
• Technical savviness with troubleshooting and analytical skills is crucial.
• Professional communication skills, both written and verbal, are essential.

Responsibilities

• Serve as the front-line support contact for strategic clients.
• Handle support inquiries via phone or web portal.
• Document support cases thoroughly and communicate with internal resources.

Skills

Exceptional client service skill

Excellent troubleshooting skills

Analytical skills

Proficient in Microsoft applications

Ability to work in a team

Critical thinking skills

Education

4-year bachelor’s degree

Job description

About This Position

We are looking for a Enterprise Technical Support Analyst who is passionate, curious, and joyfully optimistic. The Enterprise Technical Support Analyst serves as a front‑line support contact for Waystar’s most strategic clients. The Enterprise Technical Support Analyst provides support to our clients for simple, urgent, and/or complex issues. This is accomplished by handling support inquiries either by phone or by our web portal. The ideal candidate understands the importance of professionalism when working with high profile clients and can prioritize tasks with the needed sense of urgency.

What You’ll Do

• Answer incoming calls and/or web cases from our most strategic clients.
• Make outbound calls as needed to clients to resolve support cases.
• Respond to case comments from our web portal to support our clients.
• Document support cases thoroughly, showing research steps and resolution.
• Identify client concerns and engage appropriate internal resources to ensure timely resolution.
• Use resources to resolve issues in a timely and self‑sufficient manner.
• Communicate well within department and with other departments.
• Strives to meet and exceed individual, and team, goals and metrics.
• Abide by phone schedule to ensure enough coverage for our clients.
• Demonstrate professionalism in communicating with clients both written and verbally.
• Perform other duties and/or projects as assigned by management within the area of responsibility and control.

What You’ll Need

• 4‑year bachelor’s degree preferred.
• Experience working in healthcare, such as medical billing, coding, administration, revenue cycle management, or technology support company preferred. Exceptional client service skill.
• Technically savvy with excellent troubleshooting and analytical skills.
• Working knowledge of EDI files is a bonus.
• Demonstrated knowledge of Microsoft applications (Outlook, Word, Excel).
• Acts as a self‑starter and uses critical thinking skills regularly. Professional, effective, and clear communication skills.
• Comfortable with de‑escalating client issues and temperament.
• Team Player – able to work with others towards a common purpose/goal to create strong alliances with clients, partners, and fellow employees.

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 products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable).
• Customizable benefits package (3 medical plans with Health Saving Account company match).
• Generous paid time off for our non‑exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. 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 local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Category: Customer Support
Job Type: Full time
Req ID: R3265