Support Analyst II

Job Summary

A company is looking for a Support Analyst II, Customer Success Operations.

Key Responsibilities

• Serve as the primary client-facing point of contact for end users, managing inquiries across various communication channels
• Investigate and diagnose complex application issues, determining the need for escalation when necessary
• Maintain a deep understanding of product capabilities and contribute to process improvement through documentation and knowledge sharing

Required Qualifications

• 7-10 years of experience in technical support or customer service roles, preferably in healthcare technology or SaaS
• Strong experience in technical troubleshooting and problem-solving
• Experience in creating and/or updating user documentation or training materials
• Familiarity with Jira, Zendesk, or other ticketing systems
• Ability to quickly learn and adapt to new technologies and processes