ByHybrid Remote, Pune, Maharashtra
jOB Description:
At Relatient, our mission is to simplify access to healthcare. We partner with leading health systems and medical practices, supporting more than 40,000 providers across the US, to enhance every step of the patient journey. From alerting patients to needed care, helping them find the right provider, scheduling appointments across multiple channels, to engaging with patients via text, email, and chat, our solutions reduce delays in care, improve communication, and enhance both provider and consumer experiences. We have been recognized by Forbes, Deloitte, and Inc for our rapid growth, innovative technology solutions, and energetic workplace culture.
We are currently seeking a Technical Analyst to join our dynamic team.
Essential Functions:
- Enhance overall Relatient client experience.
- Resolve client complaints and troubleshoot products via phone, email, and/or support cases.
- Submit and assign support cases to the appropriate department.
- Monitor the support portal and keep clients updated on the status of their cases.
- Properly prioritize client requests.
- Guide clients with solutions for issues stemming from user error or lack of knowledge.
- Utilize computer technology to handle a high volume of calls/support tickets.
- Work with team leads to ensure proper customer service is delivered.
- Close out or open call/email records in the support portal.
- Transfer clients to the appropriate department(s).
- Inform the support team when issues are high priority.
- Conduct basic research of issues before assigning cases.
- Provide web portal training/support.
- Notify clients of case resolutions.
Education & Experience Requirements:
- Bachelor’s degree or equivalent experience in lieu of a degree is required.
- 1+ years of experience in a customer support role, preferably in a technical support role.
- Some experience with SQL (Basic Queries) or Advanced SQL (e.g., Joins).
- Basic understanding of programming/scripting languages.
