Sr Technical Support Analyst

Company Description At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale. We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care. We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum , including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network. For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all. Brief Overview Amwell is seeking a motivated and energetic Sr Technical Support Analyst to join the customer support team. The Sr Technical Support Analyst works cross-functionally to promote prioritization and provide support for Amwell customers. The ideal candidate has experience as an independent contributor and as part of a team. The candidate must thrive in a rapidly changing and results-driven environment. Solid communication, creative problem solving, and technical aptitude are all key attributes for this role. A track record of building durable and effective working relationships among cross-functional internal and external teams is a must. Core Responsibilities · Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met. · Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership. · Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed · Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties. · Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics. · Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs. · Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts. · Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally. · Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support · Obtain and maintain technical issue troubleshooting proficiency Qualifications · Minimum 4-6 years of experience working in a Services, Support, or Operations organization, project management and/or consulting organization responsible for the oversight and/or delivery and support of enterprise software implementation projects. · Exceptional communication, leadership, and cross-functional team building skills. · Outstanding time management and organization skills. · Proven track record of success in leading programmatic growth and impact through partnerships with internal teams, collaboration, and strong communication. · Proven ability to meet aggressive deadlines, utilizing sound project management methodologies (proce