The posting
Who We Are
We’re a mission and values driven company with tremendous dedication to our customers. Our team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration and commitment to our core values and behaviors. We are seeking a Huntington, WV based, highly motivated, detail-oriented, and customer focused, Support Analyst (L1) to join our growing company.
About the Opportunity
The Support Analyst is the first point of contact for customers and internal users who need help with Synthesis Health technology solutions, across all three support domains: Clinical, Technical, and Interfacing & Connectivity. You will provide first-line triage, resolve straightforward issues directly, and route anything beyond first-line scope to the correct domain's Specialist team. This is an individual-contributor role. It is not a people-management role. The successful candidate will be required to work on-call and be open to a hybrid working schedule in Huntington, West Virginia.
Key Responsibilities:
- Serves as the first point of contact for customer and internal inquiries by phone, email, and other omni-channel support tools.
- Performs first-call diagnosis to decide whether an issue can be resolved directly, or needs escalation, and if so, which domain it most likely belongs to: Clinical, Technical, or Interfacing & Connectivity.
- Resolves straightforward, well-documented issues directly. This includes basic navigation, account and access questions, standard configuration walkthroughs, and known-issue workarounds already documented in the knowledge base.
- Escalates issues beyond first-line scope to the right domain's Specialist team, with complete triage notes, reproduction steps, and a stated reason for the domain assignment.
- Completes the resolution taxonomy (resolution type and note) and the Category and Ticket Cause fields accurately on every ticket closed at the Analyst level, and captures complete triage notes on every ticket escalated.
- Uses session replay, the platform audit trail (view-only), and other first-line diagnostic tools to narrow down the issue before escalating.
- Educates customers on software and hardware functionality and best practices, to reduce repeat contacts.
- Follows up with customers to confirm resolution and satisfaction on tickets closed at the Analyst level.
- Maintains and contributes to the knowledge base, and flags gaps where a recurring issue has no documented fix.
- Monitors their own ticket queue against Time to First Response and other Analyst-level service targets.
- Agrees to be available for on-call overnight and weekend rotations as required. Rotations will not push total hours past a standard 40-hour work week. Outside of an assigned rotation, working hours are the regular schedule.
- Other duties as assigned.
About the Right Candidate
Qualifications
Education:
- High school diploma or equivalent combination of education and experience.
Experience:
- Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector.
- Experience with radiology systems or medical technology products is a plus.
Skills:
- Strong technical troubleshooting skills, with the ability to understand and resolve basic software and hardware issues.
- Excellent communication skills, with the ability to explain complex technical concepts clearly and understandably.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Proficient in using customer support tools, ticketing systems, and Microsoft Office Suite (or equivalent).
- Empathy and patience when dealing with customers, with a focus on delivering outstanding service.
- Strong attention to detail and commitment to accurate documentation.
Preferred Qualifications
- Associate degree in healthcare technology, IT, radiology, or a related field.
- Experience in healthcare or technology industries. Experience with radiology systems, PACS, or medical technology products. Prior call-center or omni-channel support experience.
- Prior exposure to PACS, RIS, or other clinical imaging systems.
- Working familiarity with SQL and Google Cloud Platform (GCP) concepts. This is strongly preferred at hire, not required. It becomes mandatory at the Technical Specialist level. Experience with Zendesk, Jira, and Confluence.
You will adhere to our company’s values and behaviors and incorporate them in your interactions with colleagues and customers.
Values:
- Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel.
Behaviors:
- Be nice. 2. Be creative. 3. Be honest. 4. Be helpful.
Compensation and Benefits
Compensation is fair market rates based on the country where the individual is hired. For US candidates, the salary range for this position is $20 - $22 USD. Other benefits include but not limited to: Medical, Dental, Vision, “Use as needed” vacation policy, and participation in our employee option program.
Synthesis Health is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
