Technical Support Specialist

Department: Planning and Forecasting **

Employment Type: Full Time

Location: Remote

Reporting To: Andrew Salwey

Compensation: $86,200 - $95,800 / year

Description**

Healthcare today is nothing short of amazing. Yet all of it only works when people connect with it. And too often, they don’t. Healthcare can be impersonal. Confusing. All elbows. The record scratch at life’s party. We’re here to help connect healthcare with the people who need it. Which is everyone. How? By listening. Collaborating. And inspiring.

Icario is the leading health action company that deeply understands people, giving our clients the data and tools they need to reach further, overcome barriers, personalize outreach, and connect with people like they’re human. Using whole person data, behavioral science, and digital-first omnichannel pathways, we build long-term value for our customers by helping them put people first and deliver better outcomes faster. This is healthcare that knows us, meets us where we are, has a relationship with us, anticipates our needs, and smoothly and consistently connects us with the right care. This is healthcare that helps everyone live better. Ultimately, our mission is to help move people to do things that are good for them! We’re excited about the path ahead—are you ready to make the world a healthier place, one person at a time?

Join our Client Operations team as a Sr. Technical Support Analyst – a role that demands skill, collaboration, and drive. As a vital support link for our client-facing teams, you'll resolve customer issues by becoming an expert on our platforms and engaging with cross-functional business and engineering partners. We seek a candidate with genuine enthusiasm for technology, exceptional communication, and problem-solving abilities. Whether working independently or collaboratively, you'll play a crucial role in troubleshooting customer escalated issues, conducting root cause analysis, and prioritizing high-impact issues for internal engineering teams.

For positions offering fully remote flexibility, please keep in mind all Icario employees must live within the United States full time. All employee work conducted for Icario must be performed within the United States.

Why We Need You

As we launch our software, Icario is committed to delivering excellent customer service. To achieve this, we're looking for proactive customer support team members who can ensure an exceptional experience throughout the customer's journey. **

Primary Responsibilities**

• Provide prompt and effective responses to customer inquiries via our ticketing system, email, or online meetings, ensuring top-tier customer support.
• Collect problem details, analyze business and system challenges, and coordinate solutions effectively
• Collaborate with cross-functional teams, including engineering, product, and account management, to resolve complex technical issues
• Develop and manage data mining and data pulls from multiple data sources
• Continuously monitor and analyze support ticket patterns to pinpoint recurring issues, knowledge gaps, and areas for enhancing processes.
• Create and maintain technical support materials, such as knowledge base articles, FAQs, troubleshooting guides, and best practice documents.
• Act as a mentor/coach of other team members
• Embody Icario’s values

What We'll Love About You

At Icario, we’re not looking for the impossible, just the exceptional. This position’s responsibility is to provide an easy and reliable experience for our clients and client facing team members to provide issue resolution and product expertise. Successful team members will have excellent interpersonal skills with the ability to approach resolving issues generously. The ability to document user feedback as well as a bias towards action are essential.

_Required Qualifications:

_ - 5+ years of B2B SaaS support, working with enterprise level clients to solve technical and data issues - Proficient in conducting root cause analysis and providing effective solutions - Demonstrated experience in addressing and resolving complex technical challenges. - Strong SQL experience, including proficiency in crafting and executing complex queries - Experience with using IDEs (DataGrip or similar) - Familiarity with Atlassian Jira or similar ticket management system - Proficient data mining experience and the skills to do a detailed amount of research and analysis - Effectively prioritizes tasks and organizes workflow to meet customer needs - Ability to listen and translate complex technical concepts into understandable language - Comply with policies and protocols for safeguarding sensitive information, including personal health data (PHI/PII) and access to corporate systems. - Understanding of and prior experience supporting the healthcare industry - Intermediate proficiency with MS Office (Including Word, Excel, Outlook, PowerPoint) - Ability to travel up to 10% of the time (Domestic) - Ability to work any 8-hour shift between the hours of 8:00 AM – 5:00 PM CST from Monday – Friday - Bachelor’s Degree (or higher)

_Preferred Qualifications:

_ - Exposure to; EDI/ETL; SFTP, SaaS products, architecture, configuration, and functionality

What You'll Love About Us

• 4+ weeks PTO, Summer PTO, and unlimited Health & Wellness PTO
• Competitive benefits package including: medical, dental, vision, disability, FSA, HSA, pet insurance, and more
• Generous 401k program with company match
• Company paid parental leave
• Work-life harmony
• $1,000 employee referral bonus program
• Fully remote & hybrid working models with office locations in Minneapolis, MN & Birmingham, AL
• The list goes on, apply to learn more!

JOIN US

Want to learn more about us? Visit us at icariohealth.com.

Icario is committed to fostering a welcoming, accessible, respectful, and inclusive environment that ensures equal access and participation for people with disabilities. Please let us know if you require any accommodations by emailing careers@icariohealth.com

Icario is an Equal Employment Opportunity/Affirmative Employer. Women, minorities, veterans, and individuals with disabilities as well as all other qualified individuals are encouraged to apply. We strive to empower an inclusive workplace culture that maximizes every employee’s contribution, widens the leadership pipeline, and ultimately increases the quality of our ideas, products, and our collective mindset. The intersection of opinions and experiences is made stronger by the power of diverse voices, ideas, and perspectives. By championing diversity and inclusion in our workforce and workplace culture, we’re helping ensure we can meet the challenges of the future. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.