Product Support Analyst
On-siteKirkland, Washington, United States
Job Summary
Monitor and triage incoming support tickets for AppealAssist and CareAssist, prioritizing based on severity and customer impact. Resolve straightforward issues directly while documenting steps for consistency, or escalate complex product-related problems to the Director of Product Support with clear reproduction steps. Maintain accurate ticket records and contribute to an internal knowledge base of common issues and resolutions. Provide timely updates to customers throughout the ticket lifecycle and flag recurring patterns to inform process or product improvements. Requires strong written communication and troubleshooting skills; 1-3 years of customer support experience preferred.
Required Qualifications
- Bachelor's degree preferred, or equivalent relevant work experience
- 1-3 years of customer support experience
- 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
- 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
Desired Qualifications
- Experience in a customer support or help desk role, ideally in SaaS or healthcare technology
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