Technical Support Analyst

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!

Summary

As a Technical Support Analyst, you will provide product support to professional services, account management, and operational support teams to support escalated customer requests via effectively fielding and answering inquiries. You will act as a lead Subject Matter Expert (SME) for a grouping of applications, lending expertise and focused work for all applications.

What You’ll Do

• Field reported issues for products and analyze/research via viewing data in the database, audit trails and application log files.
• Test specific scenarios in non-production environments to reproduce reported issues and determine if the issue is an anomaly, works as designed, or is a reproducible bug.
• Interacts with internal stakeholders to effectively obtain accurate responses when not previously documented.
• Identifies process improvement because of undocumented processes, research upcoming releases, or customer issues.
• Document analysis and results of researched issues.
• Document research performed on support inquiries that are beyond scope of understanding and work with business analysts and software engineers to resolve.
• Work with Customer First Center and Engineering to help document support procedures for common issues.
• Completes project work as assigned based on business need.
• Maintain a high-level working knowledge of multiple SAAS (Software as a Service) based enterprise software products.
• Explain and document complex topics in simple terms.
• Field inquiries regarding process questions from customer facing teams.
• Set and meet challenging goals to exceed standards.
• Communicate effectively and demonstrate concern for others through appropriate communication.
• Demonstrate the ability to gain support for proposed ideas via effective listening and verbal skills.
  
  

What Success Looks Like…

In 3 months…

• Begin to develop SME level knowledge surrounding a suite of applications.
• Begin refinement and improvement of individual support processes.
• Build relationships with product, engineering, and implementation teams.
• Develop understanding of what it means to own products as a SME, as well as support tools.
  
  

In 6 months…

• Burgeoning SME level knowledge surrounding a suite of applications.
• Burgeoning improvement of refinement and improvement of individual support processes.
• Burgeoning relationships with product, engineering, and implementation teams.
• Full understanding and initial shared ownership of a suite of products as a SME, as well as support tools.
  
  

In 12 months…

• Clear SME level knowledge surrounding a suite of applications.
• Full ownership of refinement and improvement of individual support processes.
• Seamless integration with product, engineering, and implementation teams.
• Full understanding and initial shared ownership of a suite of products as a SME, as well as support tools.
  
  

What You Need

• Associate’s degree in computer science or a related field; or equivalent professional experience.
• Effective verbal and written communications skills to consult with management, business partners and vendors required.
• Must be able to effectively write queries to analyze and research the data.
• Experience using SQL is strongly preferred.
• Experience with Zendesk, Jira, and Confluence management preferred.
• The ability to set and meet challenging goals to exceed standards.
• Must have strong skills in PC configuration and installation, documentation generation, and quality assurance processes.
• Must be able to develop and maintain a high-level working knowledge of multiple SAAS based enterprise software products.
• Must be able to effectively synthesize data into documented processes.
• The ability to acquire technical knowledge from other individuals and teams and convey acquired knowledge to others.
• A high level of judgment, analytical ability, and creativity in investigating problems that require original and innovative solutions.
• Experience working in a fast-paced, rapidly changing work environment.
• A work environment that is conducive to high quality virtual interactions. This includes but is not limited to being able to work from a quiet space with minimal interruptions or distractions, and a strong internet connection.
  
  

What You Get

• Join one of the most innovative healthcare technology companies in the country.
• Have the autonomy to build something with an enthusiastically supportive team.
• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.
• Receive competitive compensation, including equity, with health, dental, vision and other benefits.
  
  

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time – regardless of physical, behavioral, or social barriers.

We’re a great place to work because we care. We continually seek to learn about our differences and ensure the unique identities and contributions of all employees are welcome, valued and celebrated.

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams, cultivating a sense of belonging, combating biases, and actively removing barriers to equity.

Bamboo Health is proud to be an Equal Employment Opportunity and affirmative action employer.

To protect our applicants from fraudulent recruitment activity, we recommend that all applicants verify the validity of an interview and hiring process by visiting our website www.bamboohealth.com. All valid job postings will be listed on our careers page. Bamboo Health does not conduct interviews via text and will not request sensitive information such as banking details during the application process.