Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we’d love to hear from you.
Job Summary :
As a Product Support Specialist, you will play a critical role in our Product Support department as you triage, manage, and resolve issues of varying complexity and urgency. The ideal candidate for this role has experience working in a technical field while juggling competing priorities in a collaborative, fast-paced environment.
Job Responsibilities :
- Work closely with our customer experience, support, and product management teams to receive, review, and resolve issues.
- Quickly identify and escalate urgent or critical concerns to business leaders.
- Set expectations regarding deliverability of solutions and requests based on business needs, priority, and severity.
- Maintain possession of issues and requests throughout their lifecycle while pursuing resolution.
- Ensure communication channels with customers and key stakeholders are maintained through the issue/request life cycle.
- Advise clients and end users on product functionality, workflow, and use cases.
- Provide feedback and collaborate with stakeholders across multiple departments to improve product quality and reliability.
Qualification :
- 3-5 years of experience in a previous technical, data analytics, or customer support role.
- Basic skills with Microsoft SQL server or similar
- Basic skills with task management/project management software (Asana/Azure DevOps/Jira)
- Excellent time management skills with the ability to consistently meet deadlines.
- Ability to work under pressure while managing competing priorities.
- Strong problem-solving and troubleshooting skills with an innate desire to solve problems.
- Strong verbal and written communication skills with a customer-focused mentality.
- Familiarity or experience with U.S. Healthcare
