Healthcare SaaS Support Analyst – Fast-Response Triage

lths-main; Kirkland (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

Long Tail Health Solutions Inc. is seeking a Product Support Analyst to manage front-line tickets for AppealAssist and CareAssist. You will triage, resolve, and escalate issues quickly while documenting steps for consistency and future reference.

You will work with the Director of Product Support to expand the support function, maintain ticket records, and contribute to a growing knowledge base to improve customer outcomes in healthcare SaaS.

Qualifications

• Required: Bachelor's degree preferred, or equivalent relevant work experience.
• Preferred: 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 with clear reproduction steps and context.
• Documentation: Maintain accurate ticket records and contribute to a growing internal knowledge base.
• Customer Communication: Provide timely, clear updates to customers throughout the ticket lifecycle.
• Trend Reporting: Flag recurring issues to inform process or product improvements.

Skills

Written communication

Troubleshooting

Decision making

Time management

Customer empathy

Education

Bachelor's degree

Tools

Ticketing systems

Job description

Long Tail Health Solutions Inc. is seeking a Product Support Analyst to manage front-line tickets for AppealAssist and CareAssist. You will triage, resolve, and escalate issues quickly while documenting steps for consistency and future reference.

You will work with the Director of Product Support to expand the support function, maintain ticket records, and contribute to a growing knowledge base to improve customer outcomes in healthcare SaaS.