Hiring: Support Analyst Company: Synthesis Health Location: Huntington, WV Job Posted Time: 2026-09-16 20:49:58 Employment Type: Hybrid Target Skills & Keywords : Confluence, GCP, Jira, Microsoft Excel, Microsoft Office, SQL, Zendesk About the job Experience: •Minimum 1-2 years of experience in a customer support, technical support, or helpdesk role, preferably in the healthcare or technology sector. Required Skills: •Serves as the first point of contact for customer and internal inquiries by phone, email, and other omni-channel support tools. •Performs first-call diagnosis to decide whether an issue can be resolved directly, or needs escalation, and if so, which domain it most likely belongs to: Clinical, Technical, or Interfacing & Connectivity. •Resolves straightforward, well-documented issues directly. This includes basic navigation, account and access questions, standard configuration walkthroughs, and known-issue workarounds already documented in the knowledge base. •Escalates issues beyond first-line scope to the right domain's Specialist team, with complete triage notes, reproduction steps, and a stated reason for the domain assignment. •Completes the resolution taxonomy (resolution type and note) and the Category and Ticket Cause fields accurately on every ticket closed at the Analyst level, and captures complete triage notes on every ticket escalated. •Uses session replay, the platform audit trail (view-only), and other first-line diagnostic tools to narrow down the issue before escalating. •Educates customers on software and hardware functionality and best practices, to reduce repeat contacts. •Follows up with customers to confirm resolution and satisfaction on tickets closed at the Analyst level. Qualifications: •High school diploma or equivalent combination of education and experience. •Associate degree in healthcare technology, IT, radiology, or a related field. •Prior exposure to PACS, RIS, or other clinical imaging systems. •Working familiarity with SQL and Google Cloud Platform (GCP) concepts. This is strongly preferred at hire, not required. It becomes mandatory at the Technical Specialist level. Experience with Zendesk, Jira, and Confluence. •Adhere to our company's values and behaviors and incorporate them in your interactions with colleagues and customers. •Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel. •Be nice. 2. Be creative. 3. Be honest. 4. Be helpful. Compensation: •Other benefits include but not limited to: Medical, Dental, Vision, "Use as needed" vacation policy, and participation in our employee option program Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!