Product Support Analyst
Skills
Software As A ServiceAirline TicketingAppealsContextHealthcareIT EscalationKnowledge Base
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's degree preferred or equivalent relevant work experience
- 1-3 years of customer support experience
- Experience in customer support or help desk role preferably in SaaS or healthcare technology
- Familiarity with support ticketing systems and basic troubleshooting workflows
- Working understanding of healthcare operations such as utilization review and denials or appeals
- Basic understanding of SaaS application support including log review reproducing issues and distinguishing user error from product bugs
- Strong written communication skills
- Solid troubleshooting and problem-solving skills
- Good judgment on when to escalate versus resolve directly
- Organized and able to manage a ticket queue under time pressure
- Empathetic customer-first communication style
Nice to have
- Detail-oriented
- Customer-focused
- Calm under pressure
- Analytical
- Organized
Day to day
- Manage incoming support tickets for AppealAssist and CareAssist with speed and accuracy.
- Triage customer issues, resolve straightforward problems, and escalate complex cases with clear context.
- Communicate professionally with healthcare staff, maintain ticket records, and help build the knowledge base.