Healthcare Tech Support Analyst - First-Line, Hybrid

Archer; Kansas City (MO); Hybrid; USD 26,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Short/long term disability

Life insurance and AD&D

401(k) Savings Plan with company match

Paid time off and vacation accrual

Paid holidays and sick leave

Job summary

Archer, in collaboration with Oracle Health, is seeking an Associate Customer Service Solution Analyst to deliver Tier 1 support, troubleshoot issues, and triage incidents for healthcare technology clients. You will handle calls, tickets, and electronic communications while learning Oracle Health workflows and policies.

The role requires a US-based candidate, a suitable degree, and 2+ years in customer service or technical support.

Qualifications

• Associate degree, bachelor degree, or technical degree preferred.
• 2 years of professional experience in customer service, technical support, healthcare, or related industries.
• At least 1 year of call center and/or phone-based technical support experience.

Responsibilities

• Serve as the first line of support for client incidents, requests, and technical issues.
• Provide front-line customer support through calls, tickets, and electronic communication channels.
• Investigate, troubleshoot, document, and resolve customer issues in real time.
• Triage and elevate issues using monitoring and troubleshooting tools.
• Perform routine, pre-approved configuration and maintenance changes within client domains.
• Gather detailed information to support issue resolution and escalation efforts.
• Troubleshoot front-end application issues by shadowing end users, testing workflows, validating functionality.
• Leverage troubleshooting tools and knowledge articles; support backend troubleshooting activities including capturing log files, querying tables, updating database fields, cycling or updating servers.
• Maintain accurate documentation throughout the support lifecycle; collaborate with internal teams and customer stakeholders.
• Prioritize and manage multiple issues independently within a fast-paced environment; adhere to security policies.

Skills

Customer service

Technical support

Communication

HIPAA compliance

Education

Associate/Bachelor/Technical degree preferred

Job description

Archer, in collaboration with Oracle Health, is seeking an Associate Customer Service Solution Analyst to deliver Tier 1 support, troubleshoot issues, and triage incidents for healthcare technology clients. You will handle calls, tickets, and electronic communications while learning Oracle Health workflows and policies.

The role requires a US-based candidate, a suitable degree, and 2+ years in customer service or technical support.