Enterprise Technical Support Analyst

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

Benefits offered by this job

Competitive total rewards

Customizable benefits package

Generous paid time off

Paid parental leave

Education assistance

Free mental health programs

401(k) program with company match

Pet insurance

Job summary

Waystar, Inc. is seeking an Enterprise Technical Support Analyst in Louisville, Kentucky. The role involves serving as a front-line support contact for strategic clients, providing assistance for various issues via phone and a web portal. The ideal candidate has a bachelor's degree, client service experience, and strong technical skills.

Waystar supports healthcare providers with innovative solutions to simplify payment processes. The position offers competitive rewards, paid time off, and education assistance.

Qualifications

• 4-year bachelor’s degree preferred.
• Experience in healthcare or technology support.
• Exceptional client service skills.
• Self-starter with critical thinking skills.
• Team player capable of working collaboratively.

Responsibilities

• Answer incoming calls and web cases from clients.
• Document support cases thoroughly.
• Identify client concerns and engage internal resources.
• Communicate effectively with other departments.
• Strive to meet and exceed individual and team goals.

Skills

Client service skills

Troubleshooting

Analytical skills

Communication skills

Education

Bachelor’s degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

ABOUT THIS POSITION

We are looking for an 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 and provides support for simple, urgent, and/or complex issues through phone or our web portal. The ideal candidate demonstrates professionalism with high‑profile clients and prioritizes tasks with a 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 resolve support cases.
• Respond to case comments from our web portal.
• 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, self‑sufficient manner.
• Communicate effectively within the department and with other departments.
• Strive to meet and exceed individual and team goals and metrics.
• Abide by the phone schedule to ensure sufficient coverage for our clients.
• Demonstrate professionalism in written and verbal communication.
• 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 in healthcare (medical billing, coding, administration) or revenue cycle management, or technology support company.
• Exceptional client service skills.
• Technically savvy with excellent troubleshooting and analytical skills.
• Working knowledge of EDI files is a bonus.
• Proficiency in Microsoft applications (Outlook, Word, Excel).
• Self‑starter who applies critical thinking skills regularly.
• Professional, effective, and clear communication skills.
• Comfortable with de‑escalating client issues and temperament.
• Team player who can work with others toward a common purpose/goal and create strong alliances with clients, partners, and fellow employees.

ABOUT WAYSTAR

Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Our cloud‑based platform integrates innovative technology, robust data, and unparalleled client support to streamline workflows and improve financials so that providers can focus on what matters most: their patients and communities.

Waystar is trusted by over 1million providers, 1000+ hospitals and health systems, and is connected to more than 5000 commercial and Medicaid/Medicare payers.

We are deeply committed to living 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).
• Generous paid time off for non‑exempt team members: 3 weeks + 13 paid holidays, including 2 personal floating holidays; flexible time off for 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.

EEO STATEMENT

Waystar is proud to be an equal‑opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, 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.