Technical Support Analyst: AI-Driven Healthcare Support

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

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.