About FinThrive
FinThrive is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. We're making breakthroughs in technology-developing award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures regulatory compliance across the entire revenue cycle continuum. We've delivered over $10 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of what's possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit finthrive.com

Award-winning Culture of Customer-centricity and Reliability
At FinThrive we're proud of our agile and committed culture, which has led to certification as a "Great Place to Work" since 2017. We're honored to have been ranked #21 among the Best Workplaces in Healthcare for 2023, and we know that it's our collective dedication that makes FinThrive an exceptional place to work.

• Find balance with our remote-friendly organization
• Take time to recharge and pursue your passions
• Be part of a positive and supportive work environment
• Grow and excel your career with training and education

Impact you will make

The purpose of the Product Support Analyst position is to provide assistance directly to clients and assist in the development of processes, tools, reports and applications that will support the Product Support department in meeting its goals and objectives. This role offers the opportunity to directly interact with customers and collaborate with domestic and global teams. The ideal candidate will be an expert troubleshooter with strong knowledge of SQL, Java, Python, and Angular, and be able to suggest innovative solutions to complex problems. The individual must be a self-starter with good communication and documentation skills.

What you will do

• Provide high quality, timely responses to customer inquiries and application issues
• Triage high profile production issues and recommend and\or execute a course of action for resolution.
• Collaborate with cross-functional teams to escalate and resolve complex issues as efficiently as possible
• Deliver the highest quality support for FinThrive products, with a focus on client success and satisfaction
• Develop a deep understanding of the company's products and services.
• Utilize ticketing systems to log, track, and prioritize customer issues.
• Monitor trends in customer support requests to identify and address common issues.

What you will bring

• Bachelor's degree in business administration, Finance, Accounting, Science, or Engineering
• Familiarity with basic technical concepts and troubleshooting
• Deep curiosity and solid research/data analysis skills that will produce recommendations for the product vision
• Creativity and analytical aptitude with the ability to understand complex business practices, break them into discrete processes, and document them concisely
• Strong written and verbal skills, including the ability to communicate technical topics to non-technical audiences
• Ability to organize, prioritize, and manage multiple projects in a fast-paced, cross-functional environment with minimal supervision
• Demonstrate ability to work in a team environment that requires quick turnaround and quality output
• Strong customer relationship building skills
• Travel required: Minimal (a couple of time a year)

What we would like to see

• 1+ years of experience in a business analysis or product support role
• Strong Excel and data analysis skills
• Working experience with JSON, SQL, Java, Python, Angular
• Knowledge of CRM tools (Salesforce) and ticketing systems (Jira)
• Prior experience in healthcare industry (healthcare revenue management preferred)
• Experience with process diagram and flowchart (MS Visio, Draw IO, etc.)