What are the responsibilities and job description for the Technical Support Analyst position at Therapy Brands Thrive, LLC?
Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes.
Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.
For more information, explore our solutions at therapybrands.com.
Job Description
Technical Support Analyst will work closely with Support, Implementation, Engineering and Product teams to provide technical support and manage the queue of T3 tickets and Vendor Implementation. This position will serve as the final ticket escalation point with the Support Team. This team member will provide our customers with quick resolution to elevated issues and assist in equipping our Support team with knowledge to ensure our customers receive the best and most efficient support experience.Diagnose, evaluate and resolve complex problem level 3 engineering tickets that are assigned to the technology organization
Execute vendor API tasks
Develop checklists for common problems and recommend procedures and controls for problem prevention
Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention
Investigate and reproduce customer reported issues, create corresponding support cases and provide appropriate workarounds when needed.
Manage client and compliance data requests
Prioritize customer requested engineering tickets, own the process to triage and prioritize defects and participate in release planning
Contribute to the development of new processes and solutions to improve team quality and productivity.
Perform analysis on existing systems; identifying options for potential solutions and assess for both technical and business suitability.
Develop a deep understanding of data collection products, customers, underlying datasets, and future product opportunities
QUALIFICATIONS
Bachelor’s degree preferred.
Minimum of 2 years of experience in software Customer Support, Engineering, or Business/Product Analyst role
Experience with JSON, SOAP, REST, X12-5010 (desirable)
Proven ability to write technical documentation, previous API experience, and the ability to read code
Familiarity with web applications and an understanding of how they work
Excellence in both technical and non-technical written and verbal communication
Familiarity with standard bug reporting
The ability to develop a deep understanding of data collection products, customers, and underlying datasets
2 years of experience in a Customer Support, QA, or Business/Product Analyst role
Experience using helpdesk tools and Office 365
Good research, analysis, and problem-solving skills
Must demonstrate a strong ability to effectively manage time, work independently and deliver results in a customer-centric role.
Experience or understanding of agile methodologies
Additional Information
While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.
The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!
All your information will be kept confidential according to EEO guidelines.
At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.
We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.
We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.
Therapy Brands is an equal opportunity employer.
