Louisville, KY
Full-time
Mid level
1 month ago
Apply link not verified recently — we re-check every 2 hours
Salary undisclosed
ABOUT THIS POSITION Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls. WHAT YOU'LL DO * Investigate, diagnose, and resolve highly complex technical issues related to Waystar's product suite, often requiring in-depth analysis of system logs, configurations, and data. * Act as a subject matter expert for the S4 product, collaborating with engineering, product management, and other support teams to identify root causes and implement lasting solutions. * Provide comprehensive, timely, and professional support to clients via phone, email, and ticketing systems, adhering to defined service level agreements (SLAs). * Develop and maintain internal knowledge base articles, troubleshooting guides, and best practices to empower other support tiers and clients. * Participate in on-call rotations for urgent support issues outside of standard business hours as needed. * Identify recurring issues and trends, providing valuable feedback to product development teams for continuous improvement. * Mentor and train junior support staff on product features, troubleshooting methodologies, and advanced problem-solving techniques. * Assist with testing and validation of new product releases and patches to ensure stability and functionality. WHAT YOU'LL NEED * Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. * Minimum of 5 years of experience in a technical product support role, preferably with experience supporting enterprise-level software solutions. * Demonstrated expertise in supporting complex SaaS applications, with a strong understanding of cloud environments (e.g., AWS, Azure). * Proven ability to troubleshoot and resolve intricate technical problems, often involving multiple integrated systems. * Strong analytical and problem-solving skills, with an acute attention to detail. * Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences. * Proficiency with SQL for database querying and data analysis. * Experience with ticketing systems (e.g., Salesforce Service Cloud, Zendesk) and remote support tools. * Ability to work independently and as part of a team in a fast-paced, dynamic environment. * Prior experience with healthcare revenue cycle management (RCM) or financial software is a significant plus. ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter. 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
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