Humata Health, Inc - Technical Support Analyst

Winter Park, Florida, United States - Hybrid+ Equity1mo ago

In Office Mid NA Software Technical Support Specialist B2B Jira

Requirements

• 📍Location: Hybrid - Orlando, Florida, US or Remote, US • Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience. • Minimum 3 years experience supporting B2B SaaS products • Comfortability in JIRA or other similar ticketing systems • Excellent oral and written communication skills • Strong analytical thinker who thrives in a fast paced, start-up environment

Responsibilities

• Deliver high-quality technical support to customers using Humata technology • Ensure appropriate routing and triaging of customer tickets to ensure effective resolution per customer SLAs • Follow and contribute to escalation procedures and standard operating protocols (SOPs) to maintain efficiency and consistency across support tiers • Support the implementation of AI-driven support tools (e.g., chatbots, routing systems, predictive analytics) to reduce manual workload and improve customer experience • Analyze customer support data to identify recurring issues, pain points, and opportunities for process or product enhancements, and communicate to leadership • Resolve Tier 1 and Tier 2 tickets autonomously as much as possible • Track the lifecycle of open tickets and engage in upward and cross-functional communication to hold assignees accountable to ticket resolution • Contribute to a culture of data-driven decision-making, continuous learning, and customer focus across the support organization.

Benefits

• Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes • Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL • Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles • Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match • Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development • Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued • Pay Transparency • Humata Health will provide pay transparency information upon application to those in qualifying jurisdictions. • Our salary ranges are based on competitive pay for our company’s size and industry. They are one part of the total compensation package that may also include equity, variable compensation, and benefits. Individual pay decisions are ultimately based on several factors, including qualifications, experience level, skillset, geography, and balancing internal equity.