The Enterprise Technical Research Specialist role at Waystar aims to bridge the gap between internal technical teams and the Enterprise Support Department, enhancing the overall efficiency and effectiveness of the support department by addressing complex technical requests and spearheading technical initiatives and updates.
Requirements
- Internal Waystar Technical Certification
- Experience building and managing relationships, including interacting with all levels of management (both internally and client-facing)
- Technically savvy with excellent troubleshooting and analytical skills
- Working knowledge of EDI files
- Strong sense of urgency
- Expert-level understanding of the technical aspects of the Waystar platform
- Extensive experience in client support
Responsibilities
- Manage Technical Case Queue: Oversee a queue of technical cases escalated from the Support and Training Center team in instances where an SSA is unavailable.
- AI and Product Updates: Stay current with AI-related updates and Waystar platform enhancements to effectively support the team and confidently explain and train on new developments.
- TechnicalTraining Leadership: Lead department-wide technical training sessions to upskill team members.
- Issue Resolution Leadership: Take charge of resolving Waystar-wide defects or global issues affecting multiple clients by devising workarounds, drafting communications, and proposing solutions.
- Dental Claims Support:Provide specialized support for Dental Claims within E-Solutions.
- Quality Assurance: Conduct monthly quality analyses of rules to ensure adherence to established processes and procedures.
- Knowledge Base Management:Maintain and update Salesforce knowledge articles to ensure accuracy and relevance.
Other
- 4-year bachelor's Degree is required
- 4 + years working at Waystar in a support or technical capacity
- Proven track record of successfully supporting clients, maintaining support metrics, and exceeding expectations.
- Exceptional client service skills
- Ability to execute and prioritize a large number of tasks in a fast-paced environment
