The Senior Technical Analyst plays a key role in ensuring a seamless experience for enterprise healthcare clients using an AI-driven patient access platform. This position focuses on diagnosing and resolving technical issues through multiple channels, including phone, email, and support cases, while maintaining clear communication throughout the resolution process.
Key Responsibilities
- Address and resolve client-reported technical issues using phone, email, and support case systems
- Conduct advanced troubleshooting and research before assigning cases to internal teams
- Monitor open cases in the support portal and provide timely updates to clients
- Classify and prioritize incoming requests based on urgency and impact
- Guide clients through solutions when issues stem from user error or unfamiliarity with the platform
- Assign and reassign support cases to appropriate departments, escalating critical issues promptly
- Deliver advanced training and support for the web portal to improve client proficiency
- Close or reopen support records accurately in the system to maintain case integrity
- Collaborate with the customer service manager to uphold service standards
- Ensure clients are notified when cases are resolved
Qualifications
- Bachelor’s degree or equivalent professional experience
- Minimum of 3 years in customer support, with a preference for technical environments
- Proficient in SQL, including writing basic queries and working with joins
- Ability to read and interpret programming or scripting languages
Technology Environment
Work involves regular use of SQL, web-based portals, and exposure to various programming and scripting languages.
Work Environment
This is a hybrid role based at Amar Tech Park, offering flexible scheduling and a mix of remote and on-site work. The organization supports work-life balance through adaptable hours and a supportive infrastructure.
Benefits
- Life insurance coverage of INR 5,00,000 for employees and immediate household members
- Accident coverage of INR 15,00,000
- Reimbursement for educational pursuits
- 10 national or state holidays plus one floating holiday
- Flexible hours and hybrid work model
Company Culture
The team values purposeful action, clear communication, and cross-functional collaboration. Employees are encouraged to continuously refine processes and automate repetitive tasks to improve efficiency. The organization is committed to inclusion and building a workforce that reflects the diversity of the communities it serves.
Equal Opportunity Employer
This company is an equal opportunity employer. Candidates of all backgrounds are encouraged to apply. Accommodations are available upon request for those needing assistance during the hiring process.
