Position Summary
The Technical Support Analyst will serve as the first point of contact for internal teams and patients experiencing technology related issues, supporting systems that range from our EMR and pharmacy and lab platforms to our mobile apps, web apps, marketing sites, e-commerce tools, and internal reporting systems. This role will balance strong technical troubleshooting skills with customer service and communication experience. This dual role combines technical expertise with exceptional customer service skills to ensure that patients and internal users receive seamless, efficient, and reliable support across all of Ways2Well's technology platforms. It is a fast-paced, technology-driven environment.
This is an entry-level, highly trainable role - we’re looking for someone with a curious mind, strong communication skills, and a genuine interest in technology, more than a specific technical background. You'll be coached and developed by our senior Technical Support team, with a clear path to grow into a more senior technical support role over time
Key Responsibilities
- Provide first-line technical support for internal software systems and patient-facing technology platforms, including EMR, mobile apps, web apps, marketing sites, pharmacy systems, lab systems, e-commerce, and internal reporting tools
- Troubleshoot and diagnose technical issues across multiple platforms, discerning between a technical issue, a process issue, and user error, and applying sound judgment on when an issue requires escalation versus direct resolution
- Ask thoughtful, investigative questions and gather clear evidence (screenshots, steps to reproduce, error details) to support root-cause diagnosis, including handling straightforward issues independently
- Communicate directly with patients to help resolve technical difficulties, explaining issues and solutions in clear, non-technical language, and ensuring every interaction reflects a positive, patient-centered, and supportive customer service experience even when the underlying problem is frustrating for the patient
- Coordinate with developers and engineering teams to escalate and implement fixes for complex or recurring issues, providing clear, detailed information on reported problems to help expedite accurate diagnosis and resolution
- Monitor and assist in maintaining overall system performance, uptime, and reliability, proactively flagging patterns or recurring issues that may indicate a larger underlying problem
- Document common technical issues, troubleshooting steps, and resolutions in a shared knowledge base, building a growing internal resource that improves response time and consistency across the support team over time
- Track and prioritize support tickets or requests using our ticketing system, ensuring issues are addressed based on urgency and impact, and following up with patients or internal staff to confirm resolution and satisfaction
- Assist with user onboarding and basic training for internal staff or patients navigating new tools, platforms, or system updates, helping reduce recurring support requests tied to unfamiliarity with a system
- Stay current on updates, patches, and new features across supported platforms to ensure guidance provided to patients and staff remains accurate and up to date.
Required Qualifications
- Demonstrated ability to troubleshoot and resolve technical issues across multiple platforms, including web applications, mobile apps, and internal software systems
- Prior work experience in a professional setting (technical support, help desk, or customer service preferred, but not required)
- Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical patients and staff
- Excellent customer service skills, with the ability to remain patient, calm, and solutions-oriented when assisting frustrated or confused users
- A curious, investigative nature with strong critical-thinking skills; comfortable saying “I don’t know— let me find out” rather than guessing
- A growth mindset and demonstrated ability to learn from mistakes and take ownership of outcomes
- Ability to work collaboratively with developers and technical teams to escalate and resolve complex issues.
- Strong attention to detail and documentation skills
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related technical or STEM field
- 2+ years of experience in a technical support, help desk, or customer service role involving software troubleshooting
- Experience supporting healthcare-specific technology platforms, such as EMR systems, pharmacy systems, or lab systems
- Familiarity with HIPAA requirements and handling patient information securely and appropriately
- Experience working in a fast-paced, high-volume support environment, such as a call center or SaaS support team
- Basic understanding of website content management systems, e-commerce platforms, or reporting/analytics tools
- Experience using or supporting ticketing systems to track, prioritize, and resolve support requests
- Familiarity with remote troubleshooting tools or screen-sharing software used to assist patients or staff directly
Work Environment & Physical Requirements
- This is a fully remote position; the associate must maintain a reliable, distraction-free home office environment with high-speed internet access sufficient to support video calls, remote troubleshooting tools, and access to internal systems
- Regularly required to sit for extended periods while using a computer, phone, and other standard office equipment
- Frequently required to use hands and fingers for typing, mousing, and operating technical support and communication tools
- Must be able to communicate clearly and effectively via phone, video conference, email, and chat with patients and internal staff, including the ability to hear and speak at a level necessary for troubleshooting conversations and providing support
- Specific vision abilities required include close vision and the ability to adjust focus for extended periods of screen-based work
- Must be able to concentrate for extended periods while managing multiple support requests, systems, and communication channels simultaneously
- May be required to work outside of standard business hours occasionally to support urgent technical issues, system outages, or patient needs across different time zones
- Must maintain a secure home office environment appropriate for handling sensitive patient information in compliance with HIPAA and company data security policies
- Fast-paced, service-oriented environment requiring adaptability, patience, and strong problem-solving skills, often while managing competing priorities across multiple platforms and users
- Occasional travel may be required for team meetings, training, or company events, though this is expected to be minimal given the remote nature of the role
Featured Benefits
- Competitive salary
- Comprehensive health, dental, and vision insurance
- 401k with employer match
- Paid Time Off
- Employee Perks & Discounts
Location
- Remote: Austin, TX or Houston, TX preferred
Why Join Ways2Well?The best work happens when purpose meets potential. At Ways2Well, you'll work with a passionate, driven team that's redefining what personalized health and wellness can be — with the resources, leadership, and culture to back it up. We offer competitive compensation, strong benefits, and real room to grow, lead, and make your mark.
Equal Employment Opportunity (EEO) and Affirmative Action Commitment Ways2Well is committed to providing equal employment opportunities and render affirmative action to all employees and applicants for employment, including individuals who are members of underrepresented groups, without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other status protected by applicable federal, state, or local laws.
Reasonable Accommodations Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.
Originally posted on Himalayas
