Customer Support Analyst
Core
Provide advanced front-line support to healthcare clients via phone, email, and chat, resolving complex product functionality, technical, and billing issues while acting as a customer advocate to influence business decisions.
Role type
Senior Customer Support Analyst (Healthcare Technology)
Builds
Client support operations, knowledge base articles, and client onboarding processes for Waystar's healthcare payments platform.
Domain
Healthcare Technology / Revenue Cycle Management
Deliverable
product features
Required skills
Complex issue troubleshooting, CRM proficiency (Salesforce, Zendesk), client training and education, documentation, cross-functional collaboration, product knowledge retention
Preferred skills
Healthcare revenue cycle management (RCM) knowledge, medical billing processes familiarity
Responsibilities
Provide advanced front-line support via phone, email, and chat; Proactively identify and troubleshoot client issues; Educate clients on product features and best practices; Conduct client training sessions; Document client interactions in CRM; Collaborate with internal teams to share feedback and identify trends; Assist in client onboarding and implementation.
Seniority
Mid-level, hands-on IC