Senior Technical Associate

Job Description:

The Senior Technical Associate is responsible for the first and second levels of technical, product usage and account administration support for Phreesia Network Solutions clients. This role will heavily rely on client inbound support, as well as communication through our support cases. As both the initial point of contact and a level two knowledge resource, you will be responsible for providing an excellent level of customer service while effectively troubleshooting and resolving technical issues, executing configuration changes, assisting with product navigation, and escalating issues as required.  

Through your experience as a Senior Technical Associate, you will be exposed to different aspects of technical support, product configuration, and client management. You will also be responsible for sharing your acquired knowledge with entry-level agents to drive their growth. We are looking for someone who is a strong problem solver, detail-oriented, comfortable in a fast-paced environment, and has experience working with internal and external customers. This position will provide you with a strong foundation of skills and capabilities to grow your career in our technical support stream.

Phreesia is a fully remote company; however, candidates located in ET and CT regions are given priority in the hiring process. 

What You'll Do

• Take ownership of technical case investigations from start to resolution with minimal assistance.

• Act quickly during incidents, mobilizing teams, communicating clearly, and escalating to senior leaders when needed.

• Respond to technical support inquiries and manage Level 1 Swarms, providing guidance, documentation feedback, and next steps.

• Collaborate closely with Product and Engineering (L3/L4) teams to streamline case escalations, ensuring smooth handoffs and consistent client support.

• Support and mentor both new & current Technical Associates to continue to develop their knowledge of processes, cases, etc. Help them identify a client's needs and assist them in meeting the client's expectations.

• Build strong client relationships by understanding needs, advocating for effective solutions, and ensuring client satisfaction.

• Maintain an in-depth understanding of how Phreesia Network Solutions products integrate with PM/EMR systems.

• Recommend process, workflow, and product improvements that align with best practices and client outcomes.

• Proactively monitor and manage case queues, ensuring timely updates and resolution within SLAs.

• Conduct backlog reviews and provide constructive feedback to improve queue management and team performance.

• Share knowledge and collaborate across Phreesia Network Solutions to strengthen processes and team capability.

Here's a snapshot of your day-to-day:

• Help develop and establish support processes for the team.

• Respond to technical inquiries submitted through Form Assembly.

• Participate in Level 1 Swarms, providing documentation feedback, guidance, and next steps.

• Review and vet Level 2 Swarm cases for Product and Engineering teams to ensure accuracy and completeness.

• Clear Level 1 Swarm queues by end of day and manage unassigned cases based on urgency and SLA.

• Assign cases effectively to team members and offer feedback on escalation and troubleshooting practices.

• Conduct routine backlog health reviews for Technical Associates or Analysts to identify trends and partner with leadership on performance coaching.

What You'll Bring 

• Bachelor's degree required, ideally in Computer Science, Engineering, or a related technical field 

• A minimum of 3 years of related experience is required, with 1+ year experience in a technical or client support role 

• Superior communication and interpersonal skills  

• Comfortable working in a Windows environment  

• Willingness to learn message transformation & exchange between disparate systems  

• Ability to prioritize multiple demands in a fast-paced and dynamic environment 

• Have exposure to wireless and web applications, are familiar with network troubleshooting, including firewalls and routing, are familiar with and skilled in SQL, XML, CSV, HL7, JavaScript, HTML, and API calls, and have experience using a CRM 

Who We Are:

At Phreesia, we're looking for smart and passionate people to help drive our mission of creating a better, more engaging healthcare experience. We're committed to helping healthcare organizations succeed in an ever-evolving landscape by transforming the way healthcare is delivered. Our SaaS platform digitizes appointment check-in and offers tools to engage patients, improve efficiency, optimize staffing, and enhance clinical care.

Phreesia cares about our employees by providing a diverse and dynamic work environment. We're a five-time winner of Modern Healthcare Magazine's Best Places to Work in Healthcare award and we've been recognized on the Bloomberg Gender Equality Index. We are dedicated to continuously improving our employee experience by launching new programs and initiatives. If you thrive in a culture of recognition, value inclusivity, professional development, and growth opportunities, Phreesia could be a great fit

Top-rated Employee Benefits:

• Remote First: 100% Remote work + home office expense reimbursements+ monthly reimbursement for cell phone, internet and wellness.

• Top of market rewards: Competitive compensation

• Take time when you need time: Flexible PTO + company holidays

• Top class healthcare benefits: Variety of healthcare benefits for you and your family (and your pets) starting day one

• Care about your families: Generous top-up for parental leave benefits

• Support personal development: Continuing education and professional certification reimbursement

• Connecting in person: Various offsite events and activities for team to connect and meet in person, to support team building and engagement.

• Giveback to community: Local in-person volunteer events, and give back programs to our communities.

• Recognition and perks: We have a company wide recognition tool (Phireworks) to celebrate milestones, recognize achievements and strengthen your bond with your teams. You can accumulate points and redeem them for a wide catalogue of items

• Diversity and inclusive environment: At Phreesia, all employees are encouraged to bring their authentic self to work, feel supported and perform at their best. We have a variety of Employee Resources Groups (ERGs) which bring together individuals from a wide range of backgrounds, experiences and perspectives, and seek to foster a sense of shared community and empowerment for employees who share a common social identity, such as gender, race, ethnicity, and sexual orientation.

• Opportunity to join an Employee Resource Group. Learn more here:

We strive to provide a diverse and inclusive environment and are an equal opportunity employer.