Amwell
healthcare
SrTechnicalSupportAnalyst
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr Technical Support Analyst at Amwell. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics. Assist in the operation of the daily L2 team responsibilities. Usher case escalations to resolution”
What You'll Achieve.
outstanding KPI delivery
Industry & Context.
creative problem solving; Problem solving; trend analysis
What They're Looking For.
Must Have
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 changing scope, Adept in Problem solving and trend analysis
What You'll Do.
Assist in the operation of the daily L2 team responsibilities
Usher case escalations to resolution
Create and track support tickets
Collaborate with external teams
Manage weekly L2 change notifications
Creating knowledge articles and training materials
Mentor other members of the organization
Support critical incident management efforts
Troubleshoot technical issues
Develop and maintain a holistic understanding of processes
Works to ensure team day-to-day functions continue
Research yearly plan with management for development
Maintains weekly rotational Convoy assistance
How You'll Work.
Team & Collaboration
partnering with internal and external team members; Collaborate with external teams; cross-functional team building skills; leading daily standups and team calibrations
Communication Scope
Solid communication; Exceptional communication
Process & Methodology
project management
Full Job Description
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 e
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