Technical Support Analyst

WellSky; Chicago (IL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Mental health support

Paid time off

401(k)

Education assistance

Job summary

WellSky in Chicago is seeking a Technical Support Analyst to provide timely resolution of client issues by defining problems and coordinating with engineering to test and resolve using SQL. This role sits in our Personal Care Support team.

The ideal candidate has 2-4 years of relevant experience, a Bachelor's degree or equivalent, and hands-on experience with web-based or healthcare software, Salesforce, and Confluence, plus strong customer service in technical environments.

Qualifications

• Bachelor's degree or equivalent work experience.
• 2-4 years of relevant work experience.
• Experience with web-based or healthcare software preferred.
• Ability to write SQL queries and use Salesforce/Confluence.

Responsibilities

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering and quality assurance teams to identify, debug, test, and resolve client-facing application issues.
• Document Salesforce cases to accurately reflect complete investigation steps taken with resulting outcomes, next steps, and resolutions while including details of all client communications.
• Escalate and document unresolved issues as required and maintain ownership of issue through resolution.
• Ensure required response time and resolution times are met.
• Perform other job duties as assigned.

Skills

SQL

Customer service

Education

Bachelor's degree or equivalent

Tools

Salesforce

Confluence

Job description

The Technical Support Analyst is responsible for providing technical support to WellSky clients. The scope of this job includes the timely resolution of user issues by defining technical problems and working with engineering teams to test, validate, and resolve issues as appropriate through SQL.

This opening is with our Personal Care Support team.

Key Responsibilities:

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering and quality assurance teams to identify, debug, test, and resolve client-facing application issues.
• Document Salesforce cases to accurately reflect complete investigation steps taken with resulting outcomes, next steps, and resolutions while including details of all client communications.
• Escalate and document unresolved issues as required and maintain ownership of issue through resolution.
• Ensure required response time and resolution times are met.
• Perform other job duties as assigned.

Required Qualifications:

• Bachelor's Degree or equivalent work experience
• At least 2-4 years relevant work experience

Preferred Qualifications:

• Experience supporting web-based software applications or healthcare software
• Proficiency in writing SQL queries and working with Salesforce or Confluence
• Prior customer service experience in a technical environment

Job Expectations:

• Willing to work additional or irregular hours as needed
• Must work in accordance with applicable security policies and procedures to safeguard company and client information
• Must be able to sit and view a computer screen for extended periods of time

#LI-Onsite

WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.

Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:

• Excellent medical with Rx, dental, and vision benefits
• Mental Health support through EAP
• Generous paid time off, plus 13 paid holidays
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.

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