Solutions Analyst (Acute and Payer-General Support)

Join our team as a Solutions Analyst, where you will be responsible for the delivery and management of technical and integration interactions. You will provide high-quality support to clients, troubleshoot technical issues, and collaborate cross-functionally to ensure customer satisfaction. This role requires a strong technical aptitude, experience in SaaS support, and excellent communication skills.

• Delivery and management of technical and integration interactions, owning challenging cases.
• Providing empathetic, high-quality support to clients managing, configuring, and using clinical applications.
• Collaborating cross-functionally to ensure customer satisfaction and timely issue resolution.

• Understanding of clinical workflows in long term care or medical facilities (preferred, not required)
• Quick learner with strong technical aptitude; detail-oriented, analytical, patient, and an active listener
• Experience collaborating with cross-functional technical teams (e.g., Product, Engineering, QA)
• Experience supporting and troubleshooting web-based SaaS applications
• Familiarity with diagnostic/observability tools and techniques used to resolve customer issues (preferred)
• Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities
• Proven problem-solving skills and the ability to manage customer expectations
• Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar)
• Strong understanding of business workflows and processes within SaaS or enterprise applications
• 1-2 years of SaaS support experience, Technical Support, and or Operations Support environment
• Comfortable in fast-paced, high-demand environments
• Excellent written and verbal communication skills