Support Operations Analyst

About Axuall

Built with leading healthcare systems, Axuall is a workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth, and health plans to dramatically reduce onboarding and enrollment time while also providing unique, powerful data insights for network planning, analytics, and reporting. Its network streamlines the secure sharing of digitally verified credentials between clinicians, authorized verifiers, and organizations that require this information quickly and continuously to meet patient demand, ensure clinical coverage, and maximize revenue capture.

In 2023, Axuall closed its series B round of financing, bringing its total capital raised to more than $41 million. Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amidst significant economic and staffing challenges

About the Role

We seek an experienced Support Operations Analyst to join our dynamic Support team. As a Support Operations Analyst, you will play a critical role in ensuring the smooth operation of our software products by providing technical assistance to our customers and internal teams. Your expertise in providing technical support, authoring knowledge base articles, conducting impact analysis, and assisting with process development will be essential in delivering exceptional customer support and driving continuous improvement in our support processes.

Essential Duties and Responsibilities

As a Support Operations Analyst, you will:

Customer Support

• Provide technical support to customers as needed, addressing complex issues and inquiries related to our software products.
• Analyze, diagnose, and resolve escalated technical problems reported by customers in a timely and efficient manner.
• Communicate effectively with customers to understand their issues and provide clear, concise, and accurate solutions or workarounds.
• Collaborate with cross-functional teams, including software developers and product managers, to identify and resolve recurring or critical issues.
• Conduct individual issue analysis to determine potential impact across a wider customer population.
• Draft, secure approval and distribute detailed root cause analysis to customer success teams and/or customers.

Author Knowledge Base Articles

• Create and maintain a comprehensive knowledge base that holds documentation on solutions, workarounds, and best practices for common customer issues.
• Write clear, concise, and well-structured knowledge-base articles that proactively address customer needs.
• Ensure the knowledge base is regularly updated with new articles and reflects the latest product features, enhancements, and troubleshooting techniques.

Impact Analysis:

• Evaluate support tickets and customer feedback to detect issues requiring additional analysis.
• Lead efforts to evaluate severity, recurrence, and scope of issues.
• Communicate key information internally to ensure known issues do not create communication breakdowns for client-facing or internal teams.
• Collaborate with product and engineering teams to drive resolution of large scale issues.

Process Improvement:

• Continuously evaluate and enhance end-to-end support processes, tools, and methodologies to drive operational efficiency and customer satisfaction.
• Based on customer interactions and issue trends, provide feedback and suggestions to improve product quality, usability, and supportability.
• Contribute to the development and implementation of support strategies, standards, and best practices.

Qualifications for Candidacy

Candidates must demonstrate experience, results, and references in the following areas:

• 3+ years troubleshooting and resolving tier 1 and tier 2 customer issues
• Support tooling such as Zendesk, Intercom, or Salesforce Service Cloud
• ITIL 4 or other issue governance methodology (ITIL 4 Foundation Certification or equivalent preferred)
• Monitoring: Sentry, Grafana, or other monitoring tools
• SQL DB query knowledge
• File and data share approaches such as SFTP and API
• Exposure to healthcare organizations and clinicians
• Familiarity with provider credentialing a bonus

Interview Path

• Phone Screen
• Hiring Manager
• Technical Support Interview 
• Client Services Panel Interview

Know Your Rights

The Family and Medical Leave Act (FMLA)

Workplace Discrimination and Harassment (Formally EEO)

Employee Polygraph Protection Act (EPPA)