CARE

Systems Support Analyst

CARE

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $24 - $34 per hour

About the role

  • Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff.
  • Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges.
  • Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently.
  • Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects.
  • Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment.
  • Track issues through resolution, ensuring appropriate follow-up and communication with end users.
  • Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support.
  • Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability.
  • Partner cross-departmentally to align technical solutions with operational needs and frontline realities.
  • Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.

Requirements

  • Ability to work independently with minimal supervision and collaboratively, high level of self-motivation and energy with the ability to problem-solve in chaotic environments.
  • Verbal and written communication skills as evidenced by positive interactions with coworkers and management.
  • Work cross-functionally and collaboratively with other team members to accomplish mutual goals. Bring a positive and supportive attitude to achieving these goals.
  • Ability to balance tasks with competing priorities and bring critical thinking into discussions, curiosity, and passion to learn, innovate, able to take thoughtful risks, and get things done.
  • Work with many different departments and identify problems that staff and others face in the operations/industry.
  • Maintain a positive attitude under pressure.
  • Relevant professional experience supporting healthcare, clinical research, or operational technology environments may be considered in lieu of a formal degree.
Benefits
  • Paid Time Off (PTO) and Company Paid Holidays
  • 100% Employer paid medical, dental, and vision insurance plan options
  • Health Savings Account and Flexible Spending Accounts
  • Bi-weekly HSA employer contribution
  • Company paid Short-Term Disability and Long-Term Disability
  • 401(k) Retirement Plan, with Company Match
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingissue resolutiontechnical supportdocumentationconfiguration managementsystem administrationuser error analysisworkflow analysisimpact assessmentproduct updates
Soft Skills
empathyactive listeningcommunicationproblem-solvingcollaborationself-motivationcritical thinkingcuriositypositive attitudeadaptability