Customer Support Analyst

ABOUT THIS POSITION

WHAT YOU'LL DO

• Hold a working knowledge of Waystar applications,  and technologies, and client base.
• Manage first level support for incoming customer inquiries and provide basic troubleshooting support in a timely and professional manner.
• Investigate and fix issues reported by our users; communicating progress back to the client and setting clear expectations.
• Maintain detailed records of all internal and external customer interactions.
• Improve current documentation, knowledge base articles, FAQ’s and training materials for the internal support team.
• Follow support processes and procedures and understanding of what resources are available for self-service.
• Escalate complex and high priority issues to Senior support staff and cross-functional teams as necessary to determine resolutions.
• Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication.
• Identify trends to address with the client or internally to improve client experience and workflow.
• Approach every client interaction with a total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools.
• Identify and advocate for robust solutions to recurring issues that affect our customer base
• Assist in quality assurance, deployment, and preparation for new releases.
• Expand your skill set in technologies to create solutions for customers (Examples – PostgreSQL, Excel, IntelliJ, Iguana, Grafana, Browser Dev Tools, XML).
• Cultivate processes and team culture for scale.
• Other small-scale support related special projects during downtime.

WHAT YOU'LL NEED

• Bachelor’s degree
• 1+ years of relevant experience
• High technical aptitude OR existing basic knowledge level with applicable technologies (E.g., PosgreSQL, Excel, IntelliJ, Iguana, Grafana, Browser Dev Tools, XML, etc.)
• Familiarity with healthcare industry and clinical concepts
• Experience using a Support ticketing system such as Salesforce or Zendesk Support
• Ability to communicate concisely and clearly, both written and verbal
• Client focus mindset - provide value beyond expectation and approach work with internal and external clients’ interests top of mind
• Apply logic, research, and data to inform decisions
• Demonstrate empathy and patience for end users; takes a personal stake in our clients’ success
• A problem solver’s mentality: wants to open up the machine to see how it works
• Attention to detail, highly organized, with an absolute focus on quality of work
• Proven track record of managing multiple, competing priorities while consistently exceeding goals
• Team player DNA with a desire to solve for the interests of our clients and of our business
• Positive, self-starter attitude with high level of personal ownership and accountability
• Travel to and from company headquarters in Austin, Texas is required for new hire orientation, onboarding and occasional company meetings

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.