Support Analyst

Indiaabroad2; San Francisco (CA); Remote; USD 45,000 - 75,000; Full time

Job summary

An innovative firm is seeking a passionate Support Analyst to enhance user experience through effective Level 1 support. This role involves responding to user requests, troubleshooting issues, and documenting solutions, all while collaborating with a dedicated support team. Ideal candidates will possess strong communication and problem-solving skills, along with experience in ticketing systems like Freshdesk and JIRA. Join a dynamic environment where your contributions will directly impact user satisfaction and operational efficiency, making a meaningful difference in the healthcare technology landscape.

Qualifications

• Experience with ticketing systems and technical troubleshooting.
• Ability to manage multiple projects and communicate effectively.

Responsibilities

• Provide front-line Level 1 Support Desk support to users.
• Log and resolve Help Desk queries in a timely manner.
• Assist with troubleshooting and user administration.

Skills

Analytical Skills

Communication

Customer Service

Problem Solving

Documentation

Help Desk Support

Technical Support

Ticketing Systems

Troubleshooting

User Administration

Tools

Freshdesk

JIRA

Job description

Arine's industry-leading software platform seamlessly integrates cutting-edge AI, clinical expertise, and advanced data analytics to deliver medication-based care interventions at the population level. Using Arine outcomes data, these proactive interventions are dynamically updated to provide a value-based solution that improves patient outcomes and reduces costs with unparalleled precision and efficiency.

• Skills : Analytical Skills, Communication, Customer Service, Problem Solving, Documentation, Help Desk Support, Technical Support, Ticketing Systems, Troubleshooting, User Administration

The Role :

We are looking for a motivated and passionate Support Analyst to join our team. The Support Analyst will be responsible for providing front-line Level 1 Support Desk support to both internal and external system users for the full spectrum of company products. You will also be responsible for responding to, documenting, and resolving help requests in a timely manner in accordance with established SLAs. The Support Analyst delivers these results by partnering with the Support Desk Team and internal customers to identify and act on opportunities for improving the customer experience and efficiency of the team.

The Support Analyst reports to Arine's Director of Operations.

What You'll be Doing :

This role spans all of Arine's Support Desk activities. You will be asked to :

• Respond to support emails and user requests from internal and external system users including clients and site personnel
• Log all Help Desk queries in the Help Desk application; assign open queries and follow up on all open queries until resolved
• Assist with login issues; troubleshoot usage difficulties and other customer-reported issues
• Interact with customers and internal team members
• Attendance and punctuality are essential functions of the position
• User administration
• Act as liaison between end users and higher levels of support
• Create, review, and modify documentation as required
• Concisely document detected / suspected software bugs with steps to reproduce the issue
• Assist with training new team members
• Handle other duties as needed

Our Ideal Candidate Possesses :

• Experience working with ticketing systems, particularly Freshdesk and JIRA
• Must demonstrate strong technical troubleshooting skills with multiple technology environments
• Familiarity with or eagerness to learn the approaches of high-performing clinical pharmacy programs
• Ability to manage multiple projects under tight deadlines, and communicate and collaborate with executives, operations, and technology teams
• A demonstrated ability to own the work and follow it through to completion
• Excellent collaboration, attention to detail, problem-solving, business acumen, and investigative skills
• Capability of working in a direct and matrix team environment as well as independently with limited supervision
• Ability to apply judgment and make informed decisions in order to work independently and meet deadlines
• Eagerness to learn new skills in a fast-paced, dynamic environment

Remote Work Requirements :

• An established private work area that ensures information privacy
• A stable high-speed internet connection for telephonic and / or remote work