Live Support Analyst at Vatica Health | Torre
Live Support Analyst
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Vatica Health

Live Support Analyst

Vatica Health
Emma
Emma
You'll elevate healthcare outcomes by providing critical technical and data support to customers.
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Full-time

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Compensation
USD60k - 70k/year
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Remote (for United States residents)
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Emma of Torre.ai
 about 1 month ago

Requirements and responsibilities

The Live Support Analyst (L1) serves as the first point of contact for customers seeking technical support. This role is responsible for providing timely, accurate, and empathetic responses to customer inquiries, performing initial technical and data-related investigation, and ensuring issues are clearly documented and escalated when appropriate.  This role blends customer-facing support excellence with foundational technical and data awareness, enabling the support organization to resolve more issues at L1 while improving the quality of escalations to downstream technical teams.  DescriptionResponsibilities  Customer Support & Communication  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  Ability to effectively understand and troubleshoot user concerns to triage support issues to L2 support or guide user to self help resources as needed  First-Line Investigation  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  Identify whether issues are likely user error, data-related, or system-related  Ticket Intake, Documentation & Hygiene  Create and maintain clear, well-structured support tickets following defined playbooks and response templates  Ensure tickets are documented with the following before triaging to L2:  Problem statements  Investigation steps taken  Findings and observations  Screenshots, examples, or supporting data  Apply proper categorization, tagging, and prioritization to tickets  Ensure tickets are ready for escalation with minimal back-and-forth  Escalation Support  Escalate issues that exceed L1 scope based on defined criteria  Provide complete and accurate context when escalating to Technical Services or other teams  Partner with the Live Support Manager on escalation decisions when unsure  Support escalated tickets by answering follow-up questions and gathering additional information as needed  Process & Knowledge Adherence  Follow established Live Support workflows and escalation guidelines  Leverage internal documentation, playbooks, and reference materials  Identify gaps or inconsistencies in documentation and flag them to leadership  Continuously improve understanding of product functionality and common issue patterns  Requirements2-4 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  Preferred Qualifications:  Experience supporting SaaS or data-driven platforms  Familiarity with healthcare, analytics, or reporting tools  Experience performing basic data review or validation  Competencies:  Plans and Aligns, ResourcefulnessStrategic MindsetCommunicates EffectivelyCollaboratesSituational Adaptability & FlexibilityDecision MakingBalances Stakeholders & Manages ConflictBenefitsWORKING AT VATICA HEALTH ADVANTAGESProsperityCompetitive salary based on your experience and skills – we believe the top talent deserves the top dollarBonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded401k plans– we want to empower you to prepare for your futureRoom for growth and advancement- we love our employees and want to develop withinGood HealthComprehensive Medical, Dental, and Vision insurance plansTax-free Dependent Care AccountLife insurance, short-term, and long-term disabilityHappinessExcellent PTO policy (everyone deserves a vacation now and then)Great work-life balance environment- We believe family comes first!Strong supportive teams- There is always a helping hand when you need itThe salary for a position is typically determined by multiple factors such as the individual's qualifications, experience, skills, and location. The projected compensation range for the position may vary based on these factors and could range from $60,000 to $70,000 (annualized USD). However, this estimate represents just one aspect of our total compensation package offered.
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