Technical Support Analyst

Summary

Join Arine, a rapidly growing healthcare technology company, as a Technical Support Analyst! Based in San Francisco, you will provide front-line Level 1 support to internal and external users. Responsibilities include responding to and resolving help requests, troubleshooting issues, and collaborating with the team to improve customer experience. You will work with ticketing systems like Freshdesk and JIRA and possess strong technical troubleshooting skills. Arine offers a dynamic role with growth opportunities and a competitive salary. The position requires excellent customer service and technical skills, along with the ability to manage multiple projects. This is a chance to contribute to a company making a real difference in healthcare.

Requirements

• Excellent customer service skills required
• Experience working ticketing systems, particularly Freshdesk and JIRA
• Must demonstrate strong technical troubleshooting skills with multiple technology environments
• Ability to manage multiple projects under tight deadlines, and communicate and collaborate with executives, operations, and technology teams
• A demonstrated ability to own the work and follow it through to completion
• Excellent collaboration, attention to detail, problem solving, business acumen and investigative skills
• Capability of working in a direct and matrix team environment as well as independently with limited supervision
• Ability to apply judgment and make informed decisions in order to work independently and meet deadlines
• Eagerness to learn new skills in a fast-paced, dynamic environment
• Ability to pass a background check
• Must live in and be eligible to work in the United States

Responsibilities

• Respond to support emails, and user requests from internal and external system users including clients and site personnel
• Log all Help Desk queries to Help Desk application; assign open queries and follow up on all open queries until resolved
• Assist with login issues; troubleshoot usage difficulties and other customer reported issues
• Basic internet browser troubleshooting
• Interact with customers and internal team members
• Attendance and punctuality are essential functions of the position
• User administration
• Act as liaison between end users and higher levels of support
• Create, review and modify documentation as required
• Concisely document detected/suspected software bugs with steps to reproduce issue
• Assist with training new team members
• Handle other duties as needed

Preferred Qualifications

Familiarity with or eagerness to learn the approaches of high performing clinical pharmacy programs

Benefits

• Joining Arine offers you a dynamic role and the opportunity to contribute to the company's growth and shape its future
• You'll have unparalleled learning and growth prospects, collaborating closely with experienced Clinicians, Engineers, Software Architects, and Digital Health Entrepreneurs
• The base salary range for this position is: $65,000-$75,000/year