Technical Support Analyst

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!  

Summary:

As a Technical Support Analyst, you will provide product support to professional services, account management, and operational support teams to support escalated customer requests via effectively fielding and answering inquiries. You will act as a lead Subject Matter Expert (SME) for a grouping of applications, lending expertise and focused work for all applications.

What You’ll Do:

·       Field reported issues for products and analyze/research via viewing data in the database, audit trails and application log files.

·       Test specific scenarios in non-production environments to reproduce reported issues and determine if the issue is an anomaly, works as designed, or is a reproducible bug.

·       Interacts with internal stakeholders to effectively obtain accurate responses when not previously documented.

·       Identifies process improvement because of undocumented processes, research upcoming releases, or customer issues.

·       Document analysis and results of researched issues.

·       Document research performed on support inquiries that are beyond scope of understanding and work with business analysts and software engineers to resolve.

·       Work with Customer First Center and Engineering to help document support procedures for common issues.

·       Completes project work as assigned based on business need.

·       Maintain a high-level working knowledge of multiple SAAS (Software as a Service) based enterprise software products. 

·       Explain and document complex topics in simple terms. 

·       Field inquiries regarding process questions from customer facing teams.  

·       Set and meet challenging goals to exceed standards. 

·       Communicate effectively and demonstrate concern for others through appropriate communication. 

·       Demonstrate the ability to gain support for proposed ideas via effective listening and verbal skills. 

What Success Looks Like…

In 3 months…

·       Begin to develop SME level knowledge surrounding a suite of applications. 

·       Begin refinement and improvement of individual support processes. 

·       Build relationships with product, engineering, and implementation teams.  

·       Develop understanding of what it means to own products as a SME, as well as support tools. 

In 6 months…

·       Burgeoning SME level knowledge surrounding a suite of applications.

·       Burgeoning improvement of refinement and improvement of individual support processes.

·       Burgeoning relationships with product, engineering, and implementation teams.

·       Full understanding and initial shared ownership of a suite of products as a SME, as well as support tools. 

In 12 months…

·       Clear SME level knowledge surrounding a suite of applications. 

·       Full ownership of refinement and improveme