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Hybrid Technical Support Analyst

at Inbox Health
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Posted last month

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About the role

  • Diagnose and resolve software related issues for U.S.-based healthcare companies.
  • Manage client communications through email, phone, and video, ensuring clear and professional interactions.
  • Conduct in-depth research and analysis to resolve issues and improve processes.
  • Work closely with the Customer Success Team, Product, Engineering, and other internal teams to escalate and resolve client issues efficiently.
  • Maintain a deep understanding of client configurations and proactively manage updates.
  • Identify patterns in client issues and recommend product enhancements.
  • Troubleshoot software and integration-related issues at a more advanced level.
  • Oversee complex, high-impact tasks tied directly to revenue retention and growth.
  • Drive improvements in product adoption by educating clients on best practices.
  • Take ownership of high-priority cases, ensuring timely resolution and clear communication with both clients and internal teams.
  • Support successful implementations of solutions for clients.
  • Manage Intercom communications for support-related issues, ensuring timely responses and efficient issue tracking.

Requirements

  • Excellent written and spoken business English, with the ability to communicate technical and non-technical issues effectively.
  • Strong critical thinking and problem resolution skills with a proactive approach to troubleshooting.
  • Experience in Information Systems Management, database management, & SQL.
  • Detail-oriented mindset with strong Auditing skills to ensure accuracy and consistency in their work.
  • Proficiency in Microsoft Office & Google Drive (especially Excel, with pivot tables).
  • Experience using Intercom or similar support platforms for client communications and issue tracking.
  • Ability to research, identify, and attempt to resolve technical issues before escalation.
  • Strong analytical skills with the ability to identify patterns in client issues and suggest process improvements.
  • Excellent organizational skills, with the ability to prioritize tasks and manage multiple cases simultaneously.
  • Ability to collaborate cross-functionally with internal teams, including Customer Success Team, Product, and Engineering.
  • Adaptability and a continuous learning mindset, thriving in a fast-paced environment; passion for learning new technology Saas experience is a plus.
  • Bachelor’s degree, or equivalent experience in technical support.

Job title

Technical Support Analyst

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

SQL

Location requirements

HybridGuatemala CityGuatemala

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