[Remote] Support Analyst

Note: The job is a remote job and is open to candidates in USA. WellBeam Inc is transforming clinical workflow interoperability in healthcare. They are seeking a Support Analyst to be the first point of contact for customer support, managing inquiries, troubleshooting issues, and ensuring a high-quality customer experience.

Responsibilities

• Serve as the first point of contact for customer-reported issues, questions, and support requests
• Respond to customer inquiries in a timely, professional, and customer-centric manner
• Provide first-level troubleshooting, workflow guidance, user account support, and resolution of common customer questions
• Gather and document complete issue details to ensure efficient investigation and resolution
• Maintain ownership of customer communications throughout the lifecycle of each support request
• Triage, prioritize, document, and track support tickets in accordance with established processes and service level expectations
• Monitor ticket queues to ensure timely follow-up and resolution
• Escalate issues requiring deeper technical investigation to Product, Engineering, or other internal teams
• Coordinate communication between customers and internal stakeholders during escalations
• Ensure accurate documentation of issue status, root causes, and resolutions
• Generate and distribute operational reports for live customers
• Maintain accurate customer records and support documentation within company systems and tools
• Identify recurring issues and trends and communicate findings to internal stakeholders
• Contribute to the development and improvement of support processes, knowledge base content, and customer-facing documentation
• Support ongoing initiatives that improve operational efficiency and scalability
• Partner closely with Customer Success, Implementation, Product, and Engineering teams to ensure a seamless customer experience
• Advocate for customer needs and communicate feedback that may influence product and process improvements
• Support customer onboarding, adoption, and retention efforts when needed

Skills

• Bachelor's degree or equivalent professional experience
• 1-3 years of experience in a customer support role
• Experience working within a SaaS or technology company environment
• Exceptional written and verbal communication skills
• Strong organizational skills, attention to detail, and follow-through
• Demonstrated accountability and customer-first mindset
• Strong analytical and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience in healthcare technology, healthcare operations, or health systems
• Experience handling PHI and working within HIPAA-regulated environments
• Experience with customer support and CRM platforms such as Intercom, HubSpot, Salesforce, or similar tools
• Experience creating reports using Metabase or similar reporting and analytics tools
• Experience working in startup environments

Benefits

• Competitive salary and equity participation
• Remote work with flexible working hours
• Regular company-wide offsites
• Generous holidays and Paid Time Off
• A variety of health, vision, and dental insurance options
• 401(k) and Workers' Compensation

Company Overview