Client Support & Solutions Analyst

The opportunity

Be the first person insurer users turn to when they have a question, need guidance or encounter a problem. Combine excellent customer service with enough product and data fluency to investigate before escalating. You will own the customer communication and follow-through until resolution, even when an engineer or AI specialist is needed for the underlying fix.

What you'll do

• Own the first response. Receive and prioritize customer requests, clarify the issue and business impact, set expectations and maintain a clear record of actions and next steps.
• Help users succeed. Guide insurer teams through Orion features, reports, investigation workflows and approved automation. Deliver practical training and helpful written explanations.
• Investigate product and data issues. Check file receipt, processing status, filters, reporting periods and known issues using approved tools and appropriately restricted access.
• Escalate with useful evidence. Reproduce problems where possible and create actionable tickets with context, impact, steps and diagnostics. Route issues to the right specialists and track them to closure.
• Explain without overreaching. Use documented risk factors and product guidance to answer questions. Escalate unresolved model questions rather than invent explanations or make claim determinations.
• Support onboarding and improvement. Assist with training, user acceptance testing and release communications. Capture enhancement requests and business needs without promising unapproved delivery dates.
• Build support knowledge. Maintain help articles and recurring-issue analysis. Follow approved handling of sensitive information, and immediately escalate suspected security incidents or major outages.

What you bring

• 3+ years of customer-facing enterprise software support, implementation support, application analysis or a closely related role.
• Excellent written and verbal communication, sound judgment and a service mindset; able to remain clear, calm and accountable during difficult issues.
• Ability to investigate data and workflow questions using spreadsheets and approved support tools; basic SQL and application-log fluency are strongly preferred.
• Experience with ticketing or CRM systems, issue reproduction, prioritization, documentation and coordination with technical teams.
• Reliable ownership of follow-through and willingness to learn complex insurance workflows. This is more than an email-forwarding or generic customer-service position.

Also valued

• Insurance claims, SIU, healthcare analytics, risk software or payment-integrity experience.
• Exposure to file-based data exchange, API concepts, reporting reconciliation or enterprise application testing.
• Experience writing help content, training business users or capturing requirements for product teams.

Your first 90 days

1. First 30 daysLearn common customer workflows, support procedures and escalation paths; shadow customer interactions and build product knowledge.
2. By 60 daysIndependently handle routine requests, provide useful troubleshooting and publish reusable answers to common questions.
3. By 90 daysRun dependable daily support, improve ticket quality and identify recurring issues that can be addressed through training or product improvements.

How success is measured

Response and resolution against agreed service targets, customer feedback, backlog age, ticket quality and reduced repeat issues without hiding or delaying escalations.

How you work with the team

The Solutions & Delivery Director owns senior relationships, implementations and major escalations. This role owns first-line service. Engineering and AI specialists resolve deeper issues; the analyst keeps the customer informed through closure.

What to send

Include a resume and examples of complex customer issues you helped resolve. Be prepared to investigate a sample data problem and write a clear customer update, including what is known, what remains uncertain and the next action.