Systems Support Analyst

How You'll Make An Impact:

• Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff.
• Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges.
• Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently.

Troubleshooting & Resolution:

• Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects.
• Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment.
• Track issues through resolution, ensuring appropriate follow-up and communication with end users.

Continuous Improvement:

• Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.
• Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support.
• Partner cross-departmentally to align technical solutions with operational needs and frontline realities.