Technical Support Analyst

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Position Overview

Based in San Francisco, Arine is a rapidly growing healthcare technology and clinical services company with a mission to ensure individuals receive the safest and most effective treatments for their unique and evolving healthcare needs. Arine is redefining excellent healthcare by solving medication-related issues through its software platform (SaaS). The company combines cutting-edge data science, machine learning, AI, and deep clinical expertise to introduce a patient-centric view to medication management and develop personalized care plans at scale. Arine focuses on improving the lives and health of complex patients who significantly impact healthcare costs and have traditionally been difficult to identify and address. These patients often face challenges with complex prescribing across multiple medications and providers, medication management for chronic diseases, and access to care. Backed by leading healthcare investors and collaborating with top healthcare organizations and providers, Arine delivers recommendations and facilitates clinical interventions that lead to significant, measurable health improvements for patients and cost savings for customers.

Why Arine is a Great Place to Work:

• Outstanding Team and Culture: A shared mission unites and motivates the team to do their best work, driven by a relentless passion and commitment to innovation to be the market leader in medication intelligence.
• Making a Proven Difference in Healthcare: Arine is saving patient lives and enabling individuals to experience improved health outcomes, including significant reductions in hospitalizations and cost of care.
• Market Opportunity: Arine is backed by leading healthcare investors and was founded to tackle one of the largest healthcare problems today: non-optimized medication therapies, which cost the US 275,000 lives and $528 billion annually.
• Dramatic Growth: Arine is managing over 18 million lives across prominent health plans after only 4 years in the market, ranked 236 on the 2024 Inc. 5000 list, and named the 5th fastest-growing company in the AI category.

The Role

Arine is seeking a motivated and passionate Technical Support Analyst to provide front-line Level 1 Support Desk support to both internal and external system users for the full spectrum of company products. The Technical Support Analyst will be responsible for responding to, documenting, and resolving help requests in a timely manner, adhering to established Service Level Agreements (SLAs). This role involves partnering with the Support Desk Team and internal customers to identify and act on opportunities for improving the customer experience and team efficiency.

The Technical Support Analyst reports to Arine’s Director of Operations.

Responsibilities

This role spans all of Arine's Support Desk activities, including:

• Responding to support emails and user requests from internal and external system users, including clients and site personnel.
• Logging all Help Desk queries in the Help Desk application.
• Assigning open queries and following up on all open queries until resolved.
• Assisting with login issues and troubleshooting usage difficulties and other customer-reported issues.
• Performing basic internet browser troubleshooting.
• Interacting with customers and internal team members.
• User administration.
• Acting as a liaison between end users and higher levels of support.
• Creating, reviewing, and modifying documentation as required.
• Concisely documenting detected/suspected software bugs with steps to reproduce.

Note: Attendance and punctuality are essential functions of the position.