Senior Analyst managing complex financial accounts at Truist. Ensuring operational excellence while coordinating cash processing and account management duties.
About the role
- Technical Operations Specialist managing operations and customer support at Wellfit, a healthcare fintech company. Responsible for problem identification, escalation management, and coordination across teams.
Responsibilities
- Validate incoming reports by confirming details and collecting missing information.
- Reproduce customer scenarios when possible to confirm behaviors and eliminate ambiguity.
- Differentiate configuration gaps, user workflows, product behavior, and true defects.
- Provide Engineering with context-rich, actionable escalations that reflect accurate observations and business impact.
- Work directly with customers and Sales to gather essential context during escalations or product questions.
- Communicate clearly about what is known, what is being investigated, and expected next steps.
- Translate technical findings into customer-friendly language without losing accuracy.
- Participate as a core responder — validating symptoms, narrowing impacts, and supporting investigation.
- Coordinate with Product, Engineering, and Support leadership to drive timely recovery.
- Maintain clear communication across teams during high-urgency scenarios.
Requirements
- Familiarity with SQL (e.g., validating data, simple queries).
- Experience using dashboard tools such as Grafana (or similar).
- General understanding of cloud-based SaaS systems and supporting environments.
- Experience working with payment devices or peripheral hardware (e.g., connecting, configuring, or helping customers use them).
- Ability to support basic networking/WiFi troubleshooting (such as verifying connectivity, checking local settings, or isolating common issues).
- Strong analytical and structured problem-solving skills.
- Experience in SaaS, technical support, or operations roles.
- Effective communicator with customers, Sales, and technical teams.
- Experience gathering findings, artifacts, logs, steps-to-reproduce, or similar detail.
- Ability to document conclusions clearly and logically for cross-functional partners.
Benefits
- Full medical, dental, vision, and generous PTO
- Competitive salary, bonus eligibility, and 401(k) matching
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