Technical Support Analyst

Description

Job Summary: We are looking for a Technical Support Analyst with an investigative mindset and empathetic communication skills to analyze and resolve platform-related requests, delivering real value to customers. Key Highlights: 1. Remote support and assistance with clear and proactive communication 2. Ticket analysis and investigation, identifying inconsistencies and workflows 3. Collaboration with technical teams and proposal of improvements At UpFlux, we place the customer experience at the heart of everything we do. We seek a **Technical Support Analyst** with an investigative mindset, empathetic communication, and genuine curiosity about technology — someone who sees every support ticket as an opportunity to deliver real value to the customer. In this role, you will serve as the bridge between our customers and technical teams, directly analyzing and resolving platform-related requests — from data and integration inconsistencies to configuring rules in our account auditing engine. Your day-to-day will be dynamic, analytical, and collaborative. **Responsibilities** * Provide remote customer support, ensuring clear and proactive communication throughout the entire ticket lifecycle; * Analyze and investigate tickets related to platform usage, identifying inconsistencies in data, integrations, and processing workflows; * Categorize and prioritize requests based on criticality and SLA, keeping customers continuously informed; * Translate technical issues into accessible language for stakeholders with diverse backgrounds; * Create, review, and adjust rules in the platform’s account auditing engine; * Support customers in business rule parameterization and configuration; * Document error scenarios and reproduction steps for development teams; * Collaborate with technical teams to investigate and resolve issues; * Identify recurring patterns and propose process or product improvements. **Requirements and Qualifications** * Prior experience in technical support or software customer service; * Analytical mindset with strong investigative and problem-solving abilities; * Strong verbal and written communication skills — active listening and clear explanation are essential; * Familiarity with ticketing tools (e.g., Jira, Zendesk, ServiceNow, or similar); * Intermediate proficiency in Excel or data analysis tools; * Basic knowledge of SQL; * Organizational skills, time management, and autonomy to handle multiple concurrent requests. **Preferred Qualifications** * Experience in healthcare processes: clinical operations, hospital billing, or medical claims auditing; * Experience with data analysis or BI tools; * Experience with system integrations or APIs; * Knowledge of supply chain processes.