remote
Technical Support Analyst - humatahealth
Software Engineer
Seeking a Technical Support Analyst to lead and scale a support team. This role involves managing ticketing systems, escalation pathways, and SLAs, with a focus on AI-driven solutions for prior authorization.
About the role
Key Responsibilities
- Lead and scale the technical support team.
- Oversee and manage ticketing systems for efficient issue tracking.
- Develop and refine escalation pathways for timely resolution.
- Ensure adherence to Service Level Agreements (SLAs).
- Drive AI-driven support initiatives to enhance customer experience.
- Collaborate with cross-functional teams to address technical challenges.
Requirements
- Proven experience in a Technical Support role.
- Proficiency in managing ticketing systems and support workflows.
- Understanding of AI and automation technologies.
- Experience with SLA management and performance metrics.
- Strong problem-solving and communication skills.
Skills
customer supportcommunicationproblem solving