Frontline Healthcare SaaS Support Analyst

Long Tail Health Solutions Inc.; Kirkland (WA); On-site; USD 55,000 - 85,000; Full time

Job summary

Long Tail Health Solutions Inc. in Kirkland, Washington, is seeking a Product Support Analyst to join its growing support team.

You will triage, resolve, and escalate customer tickets for AppealAssist and CareAssist, acting as the first point of contact for healthcare staff in time-sensitive environments. The role emphasizes clear communication, documentation, and collaboration with the Director of Product Support to improve processes and product reliability, with 1–3 years of customer support

Qualifications

• Bachelor's degree or equivalent work experience.
• Experience in a customer support or help desk role, ideally in SaaS or healthcare technology.
• 1-3 years of customer support experience.

Responsibilities

• Ticket Triage: Monitor and triage incoming support tickets, prioritizing based on severity and customer impact.
• Issue Resolution: Resolve straightforward customer issues directly and document steps taken for consistency and future reference.
• Escalation: Escalate complex or product-related issues to the Director of Product Support or relevant product manager with clear reproduction steps and context.
• Documentation: Maintain accurate ticket records and contribute to a growing internal knowledge base of common issues and resolutions.
• Customer Communication: Provide timely, clear updates to customers throughout the lifecycle of their ticket.
• Trend Reporting: Flag recurring issues or patterns to inform process or product improvements.

Skills

Ticket triage

Troubleshooting

Customer empathy

Written communication

Time management

Education

Bachelor's degree or equivalent

Job description

Long Tail Health Solutions Inc. in Kirkland, Washington, is seeking a Product Support Analyst to join its growing support team.

You will triage, resolve, and escalate customer tickets for AppealAssist and CareAssist, acting as the first point of contact for healthcare staff in time-sensitive environments. The role emphasizes clear communication, documentation, and collaboration with the Director of Product Support to improve processes and product reliability, with 1–3 years of customer support