Live Support Analyst

Vatica Health

full-time

Posted on: 2/6/2026

Location Type: Remote

✨ AI Apply

💰 $60,000 - $70,000 per year

About the role

Serve as the first point of contact for customers seeking technical support
Provide timely, accurate, and empathetic responses to customer inquiries
Perform initial technical and data-related investigation
Ensure issues are clearly documented and escalated when appropriate
Respond to incoming customer support requests in a timely and professional manner
Communicate clearly, empathetically, and confidently with customers
Troubleshoot user concerns to triage support issues to L2 support or guide users to self-help resources
Create and maintain clear, well-structured support tickets
Ensure tickets are documented with problem statements, investigation steps, findings, and observations
Apply proper categorization, tagging, and prioritization to tickets
Escalate issues that exceed L1 scope based on defined criteria
Follow established Live Support workflows and escalation guidelines

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
Experience supporting SaaS or data-driven platforms (preferred)
Familiarity with healthcare, analytics, or reporting tools (preferred)
Experience performing basic data review or validation (preferred)

Benefits

Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
401k plans– we want to empower you to prepare for your future
Room for growth and advancement- we love our employees and want to develop within
Comprehensive Medical, Dental, and Vision insurance plans
Tax-free Dependent Care Account
Life insurance, short-term, and long-term disability
Excellent PTO policy (everyone deserves a vacation now and then)
Great work-life balance environment- We believe family comes first!
Strong supportive teams- There is always a helping hand when you need it

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supportdata investigationtroubleshootingticket documentationdata reviewdata validationSaaS supportanalytics toolsreporting tools

Soft Skills

written communicationcustomer-first mindsetattention to detaildocumentation habitsproblem-solvingquestioningprocess adherenceempathyprofessionalism