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Live Support Analyst

3 weeks, 6 days ago
United States
Full-time
Junior
Technical Support Engineer
Data Science and Analytics
Apply Now
Vatica Health

Vatica Health

Vatica Health provides an innovative risk adjustment and quality of care coding solution that combines expert clinical teams with advanced technology to enhance diagnosis accuracy, improve financial performance for health plans and providers, and promo...

Internet Software & Services
251-1K
Founded 2011
View All Jobs 10

Description

  • Respond to incoming customer support requests in a timely and professional manner.
  • Serve as the primary customer-facing point of contact throughout L1 issue handling.
  • Communicate clearly, empathetically, and confidently with customers.
  • Perform initial troubleshooting and investigation of reported issues.
  • Verify expected system behavior against documented processes and product documentation.
  • Reproduce reported issues when possible to validate scope and impact.
  • Determine whether issues are likely user error, data-related, or system-related.
  • Create and maintain clear, well-structured support tickets following defined playbooks and response templates.
  • Apply proper categorization, tagging, and prioritization to tickets.
  • Escalate issues that exceed L1 scope and provide complete context to downstream teams.
  • Support escalated tickets by answering follow-up questions and gathering additional information as needed.
  • Follow established Live Support workflows, escalation guidelines, and internal documentation.
  • Identify gaps or inconsistencies in documentation and flag them to leadership.

Requirements

  • 2-4 years of experience in a customer support, service desk, or technical support role.
  • Strong written communication skills with a customer-first mindset.
  • Comfort working with data, systems, and technical concepts.
  • High attention to detail and strong documentation habits.
  • Ability to troubleshoot, ask the right questions, and follow defined processes.
  • Comfort operating in a fast-paced support environment.
  • Experience supporting SaaS or data-driven platforms preferred.
  • Familiarity with healthcare, analytics, or reporting tools preferred.
  • Experience performing basic data review or validation preferred.

Benefits

  • Competitive salary based on experience and skills, with a projected range of $60,000 to $70,000 annually.
  • Bonus potential based on role and performance.
  • 401(k) plan.
  • Comprehensive medical, dental, and vision insurance.
  • Tax-free dependent care account.
  • Life insurance, short-term disability, and long-term disability coverage.
  • Excellent PTO policy.
  • Strong work-life balance and supportive team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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