Technical Support Analyst

Jobvite, Inc.; Atlanta (GA); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Unlimited PTO and paid holidays

Job summary

Relatient is seeking a Technical Support Analyst to act as the key liaison between clients and internal teams. You will manage inquiries, troubleshoot system issues, support add-on orders, and ensure smooth coordination across departments.

In this role you will support web portal functionality, deliver client training, and drive overall client satisfaction. Travel up to 5% may be required.

Qualifications

• Bachelor's degree or equivalent experience.
• 1+ years in a customer support environment, preferably in a technical support role.
• Basic to intermediate SQL experience, including writing queries; experience with joins is a plus.
• Foundational understanding of programming or scripting languages.
• Strong problem-solving and troubleshoot ability.

Responsibilities

• Serve as primary contact for support inquiries and issue resolution.
• Troubleshoot product issues via phone, email, and support cases.
• Submit, assign, and manage support cases with timely follow-up and clear communication.
• Monitor the support portal and update clients on status and resolution.
• Prioritize incoming requests to meet SLAs and business needs.
• Guide clients through solutions, especially for user error or knowledge gaps.
• Handle high volumes of calls and support tickets using internal systems and tools.
• Collaborate with team leads and cross-functional partners for quick resolution.
• Accurately document and manage call and email records in the portal.
• Route clients to appropriate internal departments when needed.
• Escalate high-priority issues for rapid resolution.
• Conduct basic issue research and troubleshooting prior to case assignment.
• Provide web portal training and ongoing client support.
• Communicate case resolution clearly and effectively to clients.
• Perform other duties as assigned.

Education

Bachelor's degree or equivalent

Tools

CRM systems

Support portals

Job description

At Relatient, we help healthcare organizations optimize patient access through AI-powered workflows, real-time automation, and flexible access tools. We are trusted by over 50,000 providers to modernize the patient experience and have been recognized by Forbes and Deloitte for our innovative and inclusive culture.

Your Role at Relatient

The Technical Support Analyst serves as a key liaison between clients and internal teams and is responsible for managing client inquiries and technical issues, supporting add-on orders and adjustments, troubleshooting and resolving system errors, and ensuring seamless coordination across departments.

In this role, you will also support web portal functionality, deliver client training, manage cases through resolution, and play a critical role in driving overall client satisfaction and experience.

How You’ll Make an Impact:

• Deliver a high-quality client experience by serving as the primary point of contact for support inquiries and issue resolution
• Resolve client complaints and troubleshoot product issues via phone, email, and support cases
• Submit, assign, and manage support cases, ensuring timely follow-up and clear communication with clients
• Monitor the support portal and keep clients informed on the status and resolution of their cases
• Prioritize incoming requests effectively to meet service level expectations and business needs
• Guide clients through solutions, particularly in cases of user error or knowledge gaps
• Handle high volumes of calls and support tickets using internal systems and tools
• Collaborate with team leads and cross-functional partners to ensure consistent, high-quality customer service
• Accurately document and manage call and email records within the support portal
• Route or transfer clients to the appropriate internal departments when needed
• Escalate high-priority issues to the support team to ensure rapid resolution
• Conduct basic issue research and troubleshooting prior to case assignment
• Provide web portal training and ongoing support to clients
• Communicate case resolution clearly and effectively to clients
• Perform other duties as assigned

What You Bring:

• Bachelor's degree in a related field or equivalent experience in lieu of a degree
• 1+ years of experience in a customer support environment, preferably in a technical support role
• Basic to intermediate SQL experience, including writing queries; experience with joins is a plus
• Foundational understanding of programming or scripting languages
• Strong problem-solving skills with the ability to troubleshoot technical issues and guide clients to resolution

What Success Looks Like:

• Consistently delivers a high-quality client experience, reflected in strong satisfaction and clear communication
• Resolves client issues efficiently and accurately while meeting or exceeding SLAs
• Maintains a well-managed support queue with timely updates, proper prioritization, and minimal backlog
• Collaborates effectively with cross-functional teams to ensure quick resolution and continuous improvement

Mindsets That Matter:

We always look for ways to grow and take pride in what we do. You'll thrive here if you:

• Act with purpose, focus, and accountability.
• Collaborate across teams and communicate clearly.
• Keep improving and automate what slows you down.

A Note on Travel:

• Traveling up to 5% may be required.

Pay & Perks:

The hourly range for this role is $23-$30 per hour.Final compensation depends on experience, skills, and location.

Benefits include (US):

• Medical, dental, and vision coverage
• Company-paid life and disability insurance
• HSA with employer contributions
• Employee Assistance Program (EAP)
• 401(k) with company match
• Unlimited PTO, 10 paid holidays, and paid parental leave

Equal Opportunity at Relatient:

We're building a team as diverse as the communities we serve. Relatient is proud to be an equal opportunity employer. If you need accommodation during the application process, just let us know.

www.relatient.com

To join our team, you must live in one of the following states where we’re authorized to hire: Alabama, Arkansas, Florida, Georgia, Indiana, Kentucky, Missouri, New Jersey, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, and Texas.