Company Description
Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.
Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.
Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.
With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nations largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.
For more information, please visit Amwell.com.
Brief Overview:
Amwell is seeking a motivated and energetic Sr Technical Support Analyst to join the customer support team. The Sr Technical Support Analyst works cross-functionally to promote prioritization and provide support for Amwell customers. The ideal candidate has experience as an independent contributor and as part of a team. The candidate must thrive in a rapidly changing and results-driven environment. Solid communication, creative problem solving, and technical aptitude are all key attributes for this role. A track record of building durable and effective working relationships among cross-functional internal and external teams is a must.
Core Responsibilities:
- Monitor, prioritize, and coordinate clients overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met.
- Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership.
- Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed
- Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties.
- Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics.
- Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs.
- Develop comprehensive understanding of customerconfigurations, systems, and integration needs for key accounts.
- Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally.
- Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support
- Obtain and maintain technical issue troubleshooting proficiency
Qualifications:
- Minimum 4-6 years of experience working in a Services, Support, or Operations organization, project management and/or consulting organization responsible for the oversight and/or delivery and support of enterprise software implementation projects.
- Exceptional communication, leadership, and cross-functional team building skills.
- Outstanding time management and organization skills.
- Proven track record of success in leading programmatic growth and impact through partnerships with internal teams, collaboration, and strong communication.
- Proven ability to meet aggressive deadlines, utilizing sound project management methodologies (processes, best practices, tools, and templates).
- Ability to manageinitiatives and achievegoals and objectives with evolving and changing scope while managing expectations with internal/external stakeholders.
- BA or BS Degree required, or equivalent 4 or more years of experience.
Additional information
Job Level: P3
Working at Amwell:
Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. Were a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.
Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.
Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.
Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!
Salaried, Exempt Roles:
The typical base salary range for this position is $75,000 - $85,000. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.
Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.
Additional Benefits
- Flexible Personal Time Off (Vacation time)
- 401K match
- Competitive healthcare, dental and vision insurance plans
- Birthing parents at Amwell enjoy up to 18 weeks of paid maternity leave
- Non-birthing parents enjoy 10 weeks of paid leave
- US employees experiencing reproductive loss are eligible for up to 7 days of paid leave
- Employee Stock Purchase Program
- Free access to Amwells Telehealth Services, SilverCloud and The Clinic by Cleveland Clinics second opinion program
- Free Subscription to the Calm App
- Tuition Assistance Program
- Pet Insurance