Technical Support Analyst

  • Better Life Partners
  • November 11, 2024
  • 11:29 AM
  • Better Life Partners
  • Company size : 51-200 employees
  • Job Type & Title :
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  • About Company:

    At Better Life Partners, our mission is to provide whatever it takes to help people heal from addiction. Whenever, wherever. We deliver community-based and virtual medical and behavioral health care, providing our members with easy and fast access to treatment in the right place for them. Our services include opioid and alcohol use disorder treatment, with mental and physical healthcare services for our members. Our “whole person” care is built upon deep community partnerships. We partner with local organizations to provide harm reduction and integrated medical, behavioral, and social care. We work hand-in-hand with mission-driven community organizations, treatment providers, and public health organizations to bring better care to the people they serve. We’re building the multispecialty practice of the future — delivering value-based care backed by technology and a caring team of providers, community health workers, counselors, and support staff. Join a team where you can love what you do and make a difference in the communities that need it most. Learn more at betterlifepartners.com.

  • Skills: Analytical Skills Attention to Detail Communication Organization Skills Problem Solving Written Communication Critical Thinking Technical Support Troubleshooting User Training

The Role

Are you the go-to person for solving tech issues? Do you love diving into complex problems and finding solutions that make a real impact? If so, you’ll thrive as our Technical Support Analyst. You’ll be the first line of support in ensuring our users have a seamless experience with our health tech platform and integrated systems. This role offers the perfect mix of IT and health tech support, giving you the opportunity to grow and learn in a dynamic, fast-paced environment.

What You Will Do
 

  • User Support: Respond to and resolve incoming technical support tickets related to our proprietary health tech platform, integrated systems, and general IT issues.
  • Troubleshooting: Diagnose and troubleshoot hardware (computers, cameras, etc.) and software issues, ensuring timely and effective solutions.
  • Collaboration: Work closely with the Technical Support Lead and other team members to escalate complex issues and ensure consistent service delivery.
  • Documentation: Maintain detailed records of issues, solutions, and best practices to enhance team knowledge and user experience.
  • User Training: Assist in creating and delivering user training materials, helping our users make the most of our tech solutions.
  • Continuous Improvement: Provide feedback on recurring issues and contribute to improving our platform’s usability and performance.
     

You Are a Good Fit If You Have
 

  • Experience: 2+ years in a technical support role, preferably in a healthcare or IT environment.
  • Health Tech Enthusiast: Experience with healthcare software systems or IT support for health tech platforms is a plus.
  • Technical Skills: Proficient in troubleshooting hardware and software issues. Familiarity with GSuite, telehealth platforms, and integrated systems is advantageous.
  • Problem-Solving: Strong analytical skills with the ability to think critically and solve problems efficiently.
  • Communication: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
  • Team Player: A collaborative attitude with the willingness to learn and grow in a team environment.
  • Detail-Oriented: Strong organizational skills with attention to detail, especially in documentation and user communication.
     

This position is remote (work from home) with expectation of attending team meetings quarterly. Candidates must reside in one of the following states: Boston, Massachusetts, or the New York City metropolitan area.

Work From Home Requirements
 

  • Must have internet service with minimum upload/download ability
  • Company will provide equipment (laptop, monitor, keyboard, mouse and headset) plus a remote work stipend
  • Must have a quiet space to speak to members with minimal background noise
  • Must understand the importance of protected health information and ensure any data/information is not visible to others

Better Life Partners