Product Support Analyst

The Product Support Analyst owns the front line of customer support, managing incoming service tickets for AppealAssist and CareAssist. This role is the first point of contact for customer issues — triaging, resolving, and escalating tickets accurately and quickly — and will grow alongside the support function as it matures under the Director of Product Support.

Education and Experience

• Required: Bachelor's degree preferred, or equivalent relevant work experience.
• Preferred: Experience in a customer support or help desk role, ideally in SaaS or healthcare technology.
• 1-3 years of customer support experience.

Knowledge

• Familiarity with support ticketing systems and basic troubleshooting workflows.
• Working understanding of healthcare operations (utilization review, denials/appeals) sufficient to understand customer context, or willingness to learn quickly.
• Basic understanding of SaaS application support — log review, reproducing issues, distinguishing user error from product bugs.

Skills

• Strong written communication skills for clear, professional ticket responses.
• Solid troubleshooting and problem-solving skills to resolve straightforward issues independently.
• 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, especially given customers are healthcare staff working in time-sensitive environments.

Primary Job Duties
The essential functions include, but are not limited to the following:

• Ticket Triage: Monitor and triage incoming support tickets, prioritizing based on severity and customer impact.
• Issue Resolution: Resolve straightforward customer issues directly and document steps taken for consistency and future reference.
• Escalation: Escalate complex or product-related issues to the Director of Product Support or relevant product manager with clear reproduction steps and context.
• Documentation: Maintain accurate ticket records and contribute to a growing internal knowledge base of common issues and resolutions.
• Customer Communication: Provide timely, clear updates to customers throughout the lifecycle of their ticket.
• Trend Reporting: Flag recurring issues or patterns to the Director of Product Support to inform process or product improvements.