Technical Support Analyst

About ShiftKey

ShiftKey is a platform that is disrupting the way healthcare facilities find licensed and certified professionals to fill available shifts. Leveraging marketplace dynamics and deep industry knowledge, the company is playing a vital role in mitigating America’s healthcare staffing shortages, enabling direct connections between facilities and healthcare professionals. By offering the opportunity to work as much or as little as they choose and putting the power back into the hands of healthcare workers, ShiftKey is bringing more licensed professionals back into the workforce, a solution that is solving a major crisis in healthcare. For more information, visit www.ShiftKey.com.

The role

The Technical Support Analyst will provide day to day support to new and existing OnShift customers. The role is responsible for providing support and communicating best practices to ensure customer success. They may also be responsible for providing additional training to current customers.

Where you'll work

This is a hybrid role, with the expectation of being onsite Tues, Wed, Thu at our Cleveland, OH location.

What you'll be doing

• Works independently and proactively to resolve customer issues by researching, determining an alternate solution, or escalating issues if necessary

• Manages inbound support requests through multiple channels of communication

• Responsible for individual performance metrics and KPIs defined by Department

• Clearly communicates with customers while on support calls

• Determines workarounds in the event the issue presented is an open defect within the application

• Documents information related to the ticket in Salesforce in detail; track activities in Salesforce

• Performs customer training if the opportunity presents itself during the life cycle of the support ticket

• Advocates for the customer and the Customer Success team, as appropriate

• Communicates scheduling and labor management best practices to the customer when necessary

• Identifies opportunities to streamline the overall support process for better customer outcomes

• May be called on by team to complete internal support projects

What you'll need

• 4+ years of related experience in a technical customer service or help desk role with a Bachelor’s degree; or equivalent work experience 

• Demonstrated success working directly with customers in a customer support capacity 

• A team player who can take direction and ownership of individual work 

• Goal oriented individual ready to ensure the success of all OnShift customers 

• Basic technical aptitude with more advanced Microsoft Office skills (Excel, PowerPoint, and Word) 

• Ability to effectively manage multiple tasks 

• Strong written and verbal skills 

• Organized and detail oriented 

• Available to work a hybrid schedule in Cleveland, OH

Perks of working for Shiftkey

• Inclusive and collaborative work environment

• “ Subject to certain roles ” office spaces making the hybrid work environment fun and engaging

• Comprehensive health, vision, and dental coverage

• Benefits effective as of first day

• Progressive PTO & Company-paid holidays with a broad selection of floating holidays to honor employees’ diverse needs 

• 100% 401(k) employer match up to 6%

• Paid parental leave

• Investment in your wellness: access to mental health support

#LI-Onsite #LI-JM1

Our Commitment to Diversity

ShiftKey is an equal opportunity employer and is committed to embracing diverse and individual perspectives shaping our culture and contributing to the solutions that transform the world. We actively work to create an inclusive environment for employees to thrive. 

EEO Statement

ShiftKey does not discriminate based on race, religion, color, sex, gender, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by applicable law. All employment is decided based on qualifications, merit, and business needs.  ShiftKey is committed to providing reasonable accommodation to applicants with a mental or physical disability, please contact: accommodations@shiftkey.com