Sr Technical Support Analyst

Brief Overview 

Amwell is seeking a motivated and energetic Sr Technical Support Analyst to join the customer support team. The Sr Technical Support Analyst works cross-functionally to promote prioritization and provide support for Amwell customers. The ideal candidate has experience as an independent contributor and as part of a team. The candidate must thrive in a rapidly changing and results-driven environment. Solid communication, creative problem solving, and technical aptitude are all key attributes for this role. A track record of building durable and effective working relationships among cross-functional internal and external teams is a must.

Core Responsibilities 

· Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met.

· Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership.

· Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed

· Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties.

· Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics.

· Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs.

· Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts.

· Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally.

· Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support

· Obtain and maintain technical issue troubleshooting proficiency

Qualifications

· Minimum 4-6 years of experience working in a Services, Support, or Operations organization, project management and/or consulting organization responsible for the oversight and/or delivery and support of enterprise software implementation projects.

· Exceptional communication, leadership, and cross-functional team building skills.

· Outstanding time management and organization skills.

· Proven track record of success in leading programmatic growth and impact through partnerships with internal teams, collaboration, and strong communication.

· Proven ability to meet aggressive deadlines, utilizing sound project management methodologies (processes, best practices, tools, and templates).

· Ability to manage initiatives and achieve goals and objectives with evolving and changing scope while managing expectations with internal/external stakeholders.

· BA or BS Degree required, or equivalent 4 or more years of experience.

Position may require a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation.

Do Well. Live Well. At Amwell. 

Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren’t just aspirations – they are how we work, every day.  

Our people are our greatest asset. We strive to empower their growth and development not only as Amwellians but as individuals, through generous total rewards packages, a virtual-first work environment, work-life flexibility, including Summer Fridays and designated Mental Health Days, as well as opportunities to stretch and learn – to name a few. It’s our people who truly differentiate us. Ask anyone and they’ll tell you – you’ll never work with more passionate, more driven and more caring team members.    

We champion a culture of respect and inclusion, accountability and integrity, innovation and collaboration. At Amwell, you’ll do the most meaningful work of your career—improving healthcare for millions, growing alongside incredible teammates, and being valued for who you are.  

Benefits 

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance 

Salaried, Exempt Roles

The typical base salary range for this position is $81,440 - $91,620.  The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors.  In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission, and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

https://business.amwell.com/company/privacy-notice-applicants