Live Support Analyst job opportunity at Vatica Health.

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Date2026-02-05T23:56:28.095Z bot
Vatica Health Live Support Analyst
Experience: 4-years
Pattern: Full-time
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loacation Alpharetta, United States Of America
loacation Alpharetta....United States Of America

The Live Support Analyst (L1) serves as the first point of contact for customers seeking technical support. This role is responsible for providing timely, accurate, and empathetic responses to customer inquiries, performing initial technical and data-related investigation, and ensuring issues are clearly documented and escalated when appropriate.   This role blends customer-facing support excellence with foundational technical and data awareness, enabling the support organization to resolve more issues at L1 while improving the quality of escalations to downstream technical teams.   Responsibilities   Customer Support & Communication   Respond to incoming customer support requests in a timely and professional manner   Serve as the primary customer-facing point of contact throughout L1 issue handling   Communicate clearly, empathetically, and confidently with customers   Ability to effectively understand and troubleshoot user concerns to triage support issues to L2 support or guide user to self help resources as needed   First-Line Investigation   Perform initial troubleshooting and investigation of reported issues   Verify expected system behavior against documented processes and product documentation   Reproduce reported issues when possible to validate scope and impact   Identify whether issues are likely user error, data-related, or system-related      Ticket Intake, Documentation & Hygiene   Create and maintain clear, well-structured support tickets following defined playbooks and response templates   Ensure tickets are documented with the following before triaging to L2:   Problem statements   Investigation steps taken   Findings and observations   Screenshots, examples, or supporting data   Apply proper categorization, tagging, and prioritization to tickets   Ensure tickets are ready for escalation with minimal back-and-forth      Escalation Support   Escalate issues that exceed L1 scope based on defined criteria   Provide complete and accurate context when escalating to Technical Services or other teams   Partner with the Live Support Manager on escalation decisions when unsure   Support escalated tickets by answering follow-up questions and gathering additional information as needed     Process & Knowledge Adherence   Follow established Live Support workflows and escalation guidelines   Leverage internal documentation, playbooks, and reference materials   Identify gaps or inconsistencies in documentation and flag them to leadership   Continuously improve understanding of product functionality and common issue patterns  2-4 years of experience in a customer support, service desk, or technical support role   Strong written communication skills with a customer-first mindset   Comfort working with data, systems, and technical concepts   High attention to detail and strong documentation habits   Ability to troubleshoot, ask the right questions, and follow defined processes   Comfort operating in a fast-paced support environment    Preferred Qualifications:   Experience supporting SaaS or data-driven platforms   Familiarity with healthcare, analytics, or reporting tools   Experience performing basic data review or validation    Competencies:   Plans and Aligns, Resourcefulness  Plans and prioritizes work to meet the goals of the business. Breaks down objectives into plans and actions to achieve significant milestones. Anticipates and readily adjusts plans. Maintains organization of resources to support efficiency.  Strategic Mindset  Considering future possibilities or roadblocks and creating strategies to drive results.   Anticipates future trends and implications of decision.   Communicates Effectively  Exchanging ideas, knowledge, and data so that the message is received and understood with clarity and purpose.   Leverages emotional intelligence to adapt to the emotions and intentions of others.  Collaborates  Identifies and builds partnerships to meet shared goals.   Readily partners with others to meet objectives and shares credit for contributions.   Demonstrates cooperation that earns support of others.  Situational Adaptability & Flexibility  Adapts approach in real time to respond to different situations.   Thinks quickly and readily adapts behavior in the moment.   High level of versatility.  Decision Making  Demonstrates sound and timely decision making to maintain alignment with the needs of the company.   Uses critical thinking with analysis, knowledge, and experience to make decisions.  Balances Stakeholders & Manages Conflict  Anticipating and balancing the needs of multiple stakeholders and multiple projects.   Highly prepared and knowledgeable about expectations.   Delivers fair and flexible response to stakeholder needs.   Handling conflict situations to resolution effectively and professionally.   Applies fair decision-making to balance competing interest mediating any points of abrasion.   

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