Senior Technical Support Analyst
Well Health
IT, Customer Service
Philadelphia, PA, USA
Posted on Dec 14, 2024
ABOUT ARTERA
Our Mission: Make healthcare #1 in customer service.
What We Deliver: Artera (formerly WELL Health®) is the patient communication platform that delivers happier staff, healthier patients, and more profitable organizations. We enable two-way conversations between patients and their healthcare teams through secure, multilingual messaging across multiple channels – including text, email, and telephone. By unifying disjointed touchpoints into a single, intuitive channel, Artera fuels connected patient experiences and empowers organizations to deliver the best customer service imaginable.
Our Impact: Artera helps 500+ healthcare providers facilitate more than 1 billion messages for 40+ million patients annually.
Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023); Deloitte Technology Fast 500 (2021, 2022, 2023); Built In Best Companies to Work For (2021, 2022, 2023, 2024). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.
Are you a natural problem-solver with a passion for technology? Do you excel at delivering exceptional technical support? Join Artera’s Client Services Team as a Senior Technical Support Analyst and become a critical part of supporting our government clients, including the VA, DoD, and IHS.
In this role, you will troubleshoot and resolve complex application issues, perform software upgrades, and collaborate directly with customers to ensure their needs are not just met but exceeded. Your work will directly impact patient care, including prescription refills, appointment scheduling, and critical notifications, making this more than just a job—it’s an opportunity to contribute to meaningful outcomes for veterans and patients.
This position is based in our Philadelphia office and requires a presence on-site five days a week to ensure reliable support for our team and to foster a cohesive employee experience
Responsibilities
- Build Product knowledge to provide guidance to customers how to and functionality questions, assist customers with creating and executing operations jobs.
- Diagnose and resolve complex application issues, including proprietary and third-party products as well as interfaces to third-party systems.
- Perform software upgrades, deployments, and remote troubleshooting to ensure optimal system performance.
- Provide remote access support to customer systems to identify and resolve issues quickly and efficiently.
- Work directly with customers to build relationships, understand their expectations, and deliver results that delight.
- Maintain and track tickets within Salesforce, ensuring timely resolution and documentation of critical incidents.
- Mentor junior team members and collaborate with cross-functional teams to foster knowledge sharing and drive continuous product improvements.
- Participate in on-call rotation
Requirements
- Bachelor’s degree in a technical field (STEM preferred) or equivalent professional experience.
- 5+ years of experience in technical support or application troubleshooting roles.
- Advanced proficiency in troubleshooting databases, web technologies, networks, and VOIP systems.
- Demonstrated ability to resolve technical issues to a root cause level independently.
- Strong communication skills, with the ability to translate technical concepts for both technical and non-technical audiences.
- Proficiency with CRM tools like Salesforce, and remote system access utilities like TeamView, LogMeIn, etc.
- Exceptional time management, attention to detail, and problem-solving skills.
- Ability to pass a government background investigation to support that market.
- Must be able to work out of our Wayne, PA office location.
Bonus
- Experience working with healthcare or government workflows and systems.
- Familiarity with network analysis tools such as Wireshark.
- Previous experience deploying and managing production software upgrades.
LOCATION
Artera values in-person collaboration and is currently hiring in the following US cities: Santa Barbara, Los Angeles, San Francisco/Bay Area, Kansas City, Seattle, Denver, Chicago, Boston, and Philadelphia (Wayne).
Artera HQ is in Santa Barbara, CA, with an additional US office located in Philadelphia (Wayne), PA. If you live in the Santa Barbara or Philadelphia area, your role will be hybrid, and you will be expected to work out of your designated office location regularly, following local office guidelines. While three days a week may be a general guideline, the specific requirement will be set regionally based on the needs of the local office and the role.
If you live in one of our other hubs, your role will be remote to start. As our team continues to grow in these cities, Artera will explore opening offices in these locations, but there is currently no timeline in place for that. Once that happens, in-office attendance will similarly follow regional expectations, with flexibility to align with the local office's norms and the specific job requirements.
WORKING AT ARTERA
Company benefits - Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability, company equity, voluntary benefits, 401(k) and more!
Career development - Manager development cohorts, employee development funds
Generous time off - Company holidays, Winter & Summer break, and flexible time off
Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join.
Committed to Diversity, Equity, and Inclusion
Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. Artera is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role!
We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind.
DATA PRIVACY
Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy.