Technical Analyst
Job Summary
Job Description
Relatient is seeking a Technical Analyst to act as a liaison between clients and the organization, handling complaints, adjustments, technical errors, and product functionality to ensure client satisfaction. The role involves resolving issues via phone, email, and support cases, submitting and assigning cases to appropriate departments, and monitoring the support portal. Responsibilities include prioritizing client requests, guiding clients through user errors, managing high call/ticket volumes, collaborating with team leads, closing/opening records, transferring clients, informing the support team of high-priority issues, conducting basic research, providing Web Portal training and support, and managing client notification of case resolutions. The company emphasizes improving client experience and streamlining operations through AI-powered workflows and automation.
Must have:
- Enhance client experience
- Resolve client complaints/troubleshoot
- Submit/assign support cases
- Monitor support portal & update clients
- Prioritize client requests
- Guide clients on user error
- Handle high call/ticket volumes
- Work with team leads
- Close/open call records
- Transfer clients appropriately
- Inform team of high priority issues
- Basic research of issues
- Provide Web Portal training
- Manage case resolution notification
- Bachelor's degree or equivalent
- 1+ years in Customer Support (technical preferred)
- Experience with SQL (Basic Queries)
- Basic understanding of Programming/Scripting
Good to have:
- Experience in a SaaS organization
- Experience in the healthcare vertical
- Advanced SQL (e.g., Joins)
Perks:
- Life insurance coverage
- Group accident insurance
- Education reimbursement
- 10 national and state holidays
- 1 floating holiday
- Flexible working hours
- Hybrid policy
3 skills required
Job Details
At Relatient, we’re on a mission to simplify access to care – intelligently. As the leader in intelligent scheduling and patient engagement, we help healthcare organizations connect with patients more effectively through AI-powered workflows, real-time automation, and flexible access tools.
More than 47,000 providers trust us to manage over150 million appointments annually, reducing delays in care, streamlining contact center operations, and helping patients get the care they need, when they need it. We’ve been recognized by Forbes, Deloitte, and Inc. 5000 for our growth, innovation, and inclusive culture.
Your Role at Relatient
The Technical Analyst at Relatient is the key liaison between clients and our organization. This role assists with complaints, adjustments, technical errors, product functionality, and overall client satisfaction. You will be a key piece of ensuring our clients continue to be heard and supported throughout their journey with us.
This position will be a remote position with a home location out of our office in Amar Tech Park. This role will be assigned to our 2:30 PM to 11:30 PM shift and will be responsible for working the 9 hours.
In this role, you’ll help us move the needle by:
- Enhancing overall Relatient client experience
- Resolving client complaints and product troubleshooting via phone, email, and/or support cases
- Submiting and assigning support cases to appropriate department
- Monitoring support portal and keep client updated on status of case(s)
- Properly prioritizing client requests
- Guiding client with solutions when issue appears to be user error/lack of knowledge
- Utilizing computer technology to handle high call/support ticket volumes
- Working with team leads to ensure proper customer service is being delivered
- Closing out or open call /email records in support portal
- Transfering clients to appropriate department(s)
- Informing support team when issue(s) are high priority
- Conducting basic research of issues before assigning case(s)
- Providing Web Portal training/support
- Managing Client Notification of Case Resolution(s)
Core Experience Requirements
We’re looking for someone with:
- Bachelor’s degree or equivalent experience in lieu of a degree is required.
- 1+ years of experience in a Customer Support role, preferably in a technical support role.
- Some experience with SQL (Basic Queries), or Advanced SQL (e.g., Joins)
- Basic understanding of Programming / Scripting Language(s)
Bonus points if you have:
- Experience working in a SaaS organization
- Experience working in the healthcare vertical
Mindsets That Make a Difference
At Relatient, our values guide how we work and we’re looking for someone who lives them:
- Speed with Purpose: Move fast, stay focused.
- Outcome Ownership: Own the work and the results.
- Collaborative Impact: Work well across teams.
- Simplicity and Clarity: Communicate with intention.
- Culture of Excellence: Always learn and raise the bar.
- Automation-Driven: Wired to automate, streamline, and simplify.
Benefits of working here include (India):
- INR 5,00,000/- of life insurance coverage for all full-time employees and their immediate family.
- INR 15,00,000/- of group accident insurance.
- Education reimbursement.
- 10 national and state holidays, plus 1 floating holiday.
- Flexible working hours and a hybrid policy.
Equal Opportunity at Relatient:
We’re building a team as diverse as the communities we serve. Relatient is proud to be an equal opportunity employer. If you need accommodation during the application process, just let us know.
To learn more about our organization, visit www.relatient.com.
Ready to Join Relatient?
If you’re looking for work that matters and a team that makes it count, we'd love to hear from you!
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#LI-Hyrbrid
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