Job Information
Waystar Strategic Technical Support Analyst in Lehi, Utah
ABOUT THIS POSITION
We’re seeking a Enterprise Technical Support Analyst who excels at critical thinking and delivers an exceptional, high-touch customer experience to Waystar’s most strategic clients. In this role, you’ll serve as a trusted front-line support partner, handling inquiries via phone and the Support & Training Center (STC) with professionalism, empathy, and urgency.
This position requires more than technical knowledge — it demands the ability to listen carefully, think critically, solve complex problems, and communicate solutions clearly while maintaining a polished, customer-focused approach. The ideal candidate is calm under pressure, detail-oriented, and motivated by providing a consistently excellent client experience.
WHAT YOU'LL DO
Serve as the primary support contact for strategic enterprise clients via inbound calls and STC cases
Apply strong critical-thinking and analytical skills to investigate, troubleshoot, and resolve complex technical or workflow issues
Deliver a high level of customer service, including clear communication, proactive updates, and thoughtful expectation-setting
De-escalate challenging client situations with professionalism, empathy, and confidence
Thoroughly document cases, clearly outlining research steps, findings, and resolutions
Collaborate with internal teams when needed to ensure timely and effective outcomes
Consistently meet or exceed service goals for quality, responsiveness, efficiency, and client satisfaction
WHAT YOU'LL NEED
Exceptional critical-thinking and problem-solving skills, with the ability to assess complex situations and identify root causes
Proven commitment to enhanced customer service, particularly when supporting high-profile or enterprise clients
Strong written and verbal communication skills with a professional, client-focused tone
Comfort managing urgent or sensitive issues while maintaining composure
Technical aptitude; experience in healthcare, revenue cycle operations, or technical support preferred
Proficiency in Microsoft Office applications; EDI experience is a plus
Bachelor’s degree preferred
ABOUT WAYSTAR
Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.
Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar (https://twitter.com/Waystar) on Twitter.
WAYSTAR PERKS
Competitive total rewards (base salary + bonus, if applicable)
Customizable benefits package (3 medical plans with Health Saving Account company match)
We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
Paid parental leave (including maternity + paternity leave)
Education assistance opportunities and free LinkedIn Learning access
Free mental health and family planning programs, including adoption assistance and fertility support
401(K) program with company match
Pet insurance
Employee resource groups
Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Category: Customer Support
Job Type: Full time
Req ID: R3063