Wellworks For You

Business Analyst

• Play detective: get to the root cause of issues, guide users through fixes or workarounds, and partner with the tech team to build the right-sized solution for every bug or enhancement.
• Spot the upgrade: identify opportunities to streamline workflows and validations that make setups more accurate and the user experience smoother.
• Run the ticket pipeline: use Wrike to organize, refine, and groom every support ticket so developers know exactly what's needed, with clear status updates and testing results along the way.
• Set the priorities: work with stakeholders to make sure the tickets that matter most get tackled in every support sprint.
• Bridge the team: collaborate closely with our tech team, including our offshore developers, to make sure delivered work actually hits the mark.
• Own the quality bar: test support and product tickets in lower environments, sign off on what's ready for production, and verify everything post-deployment across as many scenarios as you can dream up.
• Keep everyone in the loop: communicate proactively with internal and external stakeholders on ticket status.
• Level up constantly: build deep expertise in our products, features, and program configurations, and sharpen your fluency in the Software Development Lifecycle.
• Jump in wherever needed to keep Wellworks' web portal and mobile app running at their best for every user who counts on them.

Solutions Analyst

Customer Support

• Answer a high volume of inbound calls with professionalism, warmth, and efficiency
• Help participants with account access, incentives, forms, and program requirements
• Support participants through live chat and email, hitting service-level targets
• Dig into and resolve concerns, escalating when needed to get things done right
• Follow up on voicemails so no one is left waiting
• Keep detailed, accurate records of every interaction
• Bring your insights to the team - share trends, feedback, and ideas for improvement
• Handle every conversation with active listening, empathy, and clear communication
• Safeguard participant data with strict HIPAA and confidentiality standards
• Review, validate, and enter participant information and form submissions
• Audit data for accuracy, catching and correcting discrepancies
• Reach out to participants when information is missing or incomplete
• Partner with Account Management and other internal teams to resolve complex questions
• Keep forms processed and audited on schedule - every time

Solutions Analyst

Customer Support Specialist