Technical Associate

Job Description:

Are you a strong problem solver, detail-oriented, and do you have experience working with internal and external customers?

Phreesia is looking for a Technical Associate to join the Support team and be responsible for the first level of technical, product usage and account administration support for Phreesia's clients. This role will heavily rely on client inbound support, as well as communication through our support cases. As the initial point of contact, you will be responsible for providing an excellent level of customer service while effectively troubleshooting and resolving technical issues, executing configuration changes, assisting with product navigation, and escalating issues as required.  

Through your experience as a Technical Associate, you'll be exposed to different aspects of technical support, product configuration, and client management. This position will provide you with a strong foundation of skills and capabilities to grow your career in our technical support stream. 

What You'll Do: 

• Provide an outstanding experience to customers throughout the support process  and act as both the Subject Matter Expert and product Super User for the existing client base  
• Troubleshoot by using required tools and checklist resources to properly understand and problem solve issues being reported 
• Provide exceptional client communication through both telephone and e-mail platforms to our top tier customer base that is strategic to the continued success of Phreesia as an organization 
• Effectively document and gather information about all reported issues and escalate through Phreesia ticketing software  
• Manage multiple avenues of support requests including telephone, e-mail, client portal, and live chat at once 
• Work collaboratively with additional senior resources (Sr. TA, RS, SRS) to drive product understanding and knowledge 

What You'll Bring:

• Bachelor's degree required, ideally in Computer Science, Engineering, or a related technical field 
• A minimum of 2 years of related experience is preferred. Experience in a technical or customer support role is required.  
• Superior communication and interpersonal skills  
• Comfortable working in a Windows environment  
• Willingness to learn message transformation and exchange between disparate systems  
• Ability to prioritize multiple demands in a fast-paced and dynamic environment

Base pay for US is $60,000 - $65,000, depending on qualifications. Phreesia is a fully remote company however, candidates located in ET and CT regions are given priority in the hiring process.

Who We Are:

At Phreesia, we’re looking for smart and passionate people to help drive our mission of creating a better, more engaging healthcare experience. We’re committed to helping healthcare organizations succeed in an ever-evolving landscape by transforming the way healthcare is delivered. Our SaaS platform digitizes appointment check-in and offers tools to engage patients, improve efficiency, optimize staffing, and enhance clinical care.

Phreesia cares about our employees by providing a diverse and dynamic work environment. We’re a five-time winner of Modern Healthcare Magazine’s Best Places to Work in Healthcare award and we’ve been recognized on the Bloomberg Gender Equality Index. We are dedicated to continuously improving our employee experience by launching new programs and initiatives. If you thrive in a culture of recognition, value inclusivity, professional development, and growth opportunities, Phreesia could be a great fit!

We strive to provide a diverse and inclusive environment and are an equal opportunity employer.