Strategic 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)

Customizable benefits package

Generous paid time off

Paid parental leave

Education assistance opportunities

Free mental health programs

401(k) program with company match

Pet insurance

Job summary

Waystar in Louisville, KY is seeking an Enterprise Technical Support Analyst to provide front-line support for strategic clients. The role involves handling urgent support inquiries via phone and web, documenting cases, and ensuring timely resolutions.

The ideal candidate will have a bachelor’s degree, client service experience, and exceptional troubleshooting skills. Waystar offers a competitive rewards package, including customizable benefits and generous paid time off.

Qualifications

• Experience in healthcare (billing, coding) or technology support.
• Working knowledge of EDI files is a bonus.
• Demonstrated knowledge of Microsoft applications (Outlook, Word, Excel).

Responsibilities

• Answer incoming calls and/or web cases from strategic clients.
• Document support cases with research steps and resolution.
• Identify client concerns and engage internal resources for resolution.

Skills

Exceptional client service skill

Excellent troubleshooting skills

Analytical skills

Critical thinking

Team player

Education

4-year bachelor's degree preferred

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. 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.
• Strive 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, whether it be medical billing, coding, administration, or revenue cycle management, or experience in a technology support company is 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 – you need to be able to work with others towards a common purpose/goal to create strong alliances with clients, partners, and fellow employees.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Savings 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.