Sr Technical Operations 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 Technical Support Operations Analyst to join the customer support team. The Technical Support Operations Analyst works with the L2 leadership team to ensure day-to-day operations are handled. The ideal candidate has experience as a senior member of a support organization, with a record of mentorship, project management and outstanding KPI delivery. The candidate must thrive in a rapidly changing and result-driven environment. Solid communication, creative problem solving, and technical aptitude are all key attributes for this role. Core Responsibilities • Assist in the operation of the daily L2 team responsibilities, including daily queue management, answering case specific questions and coaching team members. • Usher case escalations to resolution, partnering with internal and external team members and maintaining effective lines of communication. • Create and track support tickets with a strong focus on customers’ experience and needs. • Collaborate with external teams to ensure workflows, templates, policy and procedures are audited and updated frequently. • Manage weekly L2 change notifications, delivering key updates around process, our products, implementations, PSUPS and other outside factors that impact our L2 workflows. • Creating knowledge articles and training materials, increasing team effectiveness and team efficiency. • Mentor other members of the organization, providing guidance, constructive feedback and being a point of escalation for case work. • Support critical incident management efforts by providing case troubleshooting insights and/or customer information as needed. • Troubleshoot technical issues and reproduce recurring software and hardware issues for resolution or dev escalation. • Identify case trends and assist in creating action plans for “bucketed” work queues at the L2 level. • Develop and maintain and holistic understanding of the processes, tools and systems within the L2 scope of support. • Works to ensure team day-to-day functions continue as normal, leading daily standups and team calibrations while maintaining direction provided and is unified with direction of leadership and company. • Research yearly plan with management for development, including personal growth activates and leadership development, and actively execute plan. • Maintains weekly rotational Convoy assistance for L2 and updates team members of enhancements. Qualifications • Minimum 4-6 years of experience working in a Services, Support, or Operations organization • Exceptional communication, leadership, and cross-functional team building skills. • Outstanding time management and organization skills. • Ability to manage initiatives and achieve goals and objectives with evolving and c