ABOUT THIS POSITION

Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro / mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.

WHAT YOU'LL DO

* Respond to and resolve complex product support inquiries from clients via phone, email, and ticketing system, adhering to established service level agreements (SLAs).
* Diagnose and troubleshoot technical issues related to software functionality, data discrepancies, integrations, and user experience.
* Collaborate with engineering, product management, and quality assurance teams to escalate and resolve complex or persistent product defects.
* Document all support interactions, resolutions, and relevant technical information accurately and thoroughly in the CRM system.
* Provide training and guidance to clients on product features, best practices, and workarounds.
* Contribute to the creation and maintenance of internal and external knowledge base articles, FAQs, and support documentation.
* Participate in testing new product releases and updates to ensure support readiness.
* Identify trends in support issues and provide feedback to product development teams for continuous improvement.
* Maintain a high level of customer satisfaction through professional, empathetic, and efficient problem resolution.

 

WHAT YOU'LL NEED

* 2-4 years of experience in a technical support, product support, or application support role, preferably within a SaaS environment.
* Proven ability to diagnose and resolve complex technical issues, including software configuration, data analysis, and system integrations.
* Strong understanding of customer service principles and best practices.
* Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
* Proficiency with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and CRM software.
* Experience with healthcare IT or revenue cycle management (RCM) software is a significant plus.
* Familiarity with SQL for data querying and analysis is desirable.
* Ability to work independently and as part of a team in a fast-paced, dynamic environment.
* Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.