Technical Support Analyst

Come join us! WellSky is seeking a Technical Support Analyst to join our Personal Care team. In this role, you will be responsible for verifying and confirming client-facing application technical issues for escalation. Other responsibilities include testing, validating, and resolving issues as appropriate through SQL, databases, and development tools.

A day in the life!

You will be responsible for the following:

• Review, troubleshoot, and document escalated software operational issues and technical issues
• Assist Engineering and QA in identifying, debugging, testing, and resolving 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 unresolved issues with thorough documentation as required, maintaining ownership of issue through resolution
• Ensure required response time and resolution times are met

Do you have what it takes?

Required Qualifications:

• Bachelor’s degree in a related field
• 2-4 years related work experience
• 2+ years of experience in a user-facing customer service role
• 2+ years of experience using analytic tools such as Excel, SQL, SAP, and Access
• Understanding of database systems and networking
• Electronic Claims and/or Electronic Visit Verification (EVV) experience

Do you stand above the rest?

Preferred Qualifications:

• Web-based software support experience
• Experience writing SQL queries
• Healthcare software support experience
• Spanish language skills are a plus.

#LI-GG1

#LI-Hybrid

Additional job expectations applicable to this position include:

• Willingness to work additional or irregular hours as needed
• Working in accordance with corporate and organizational security policies and procedures
• Performing other responsibilities as assigned

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.

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.

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

• Excellent medical, dental, and vision benefits
• Mental health benefits through TelaDoc
• Prescription drug coverage
• Generous paid time off, plus 13 paid holidays
• Paid parental leave
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year