Senior Technical Associate
PhreesiaJob Description:
In this role, you will be part of a collaborative team responsible for delivering exceptional technical, product usage, and account administration support to Phreesia’s clients. Support is provided across both first and second-level inquiries through a shared model that emphasizes teamwork, knowledge-sharing, and consistent client engagement. While the role involves addressing inbound client support requests and managing support cases, the focus is on working closely with peers to ensure seamless issue resolution and a high standard of client service.
As a Technical Associate, you will collaborate with team members across functions to troubleshoot and resolve technical issues, implement configuration changes, and assist with product navigation. You will also play a key role in identifying and escalating complex issues to ensure timely resolution. Your experience and insight will help drive continuous improvement across the support team, and you will actively mentor and support the growth of newer team members by sharing your knowledge and best practices.
We're looking for someone who thrives in a team-based environment, brings strong problem-solving skills, is detail-oriented, and has experience working cross-functionally with both internal stakeholders and external clients. This position offers a solid foundation for career development within our technical support track, with ample opportunities to contribute, grow, and lead within a supportive, collaborative ecosystem.
What You'll Do:
- Collaboratively manage and drive case investigations toward resolution, leveraging team knowledge and support as needed to ensure quality outcomes.
- Contribute to the development of peers -- supporting both new and current Technical Associates by mentoring, sharing insights on processes and client needs, and helping them confidently meet client expectations.
- Offer guidance and collaborate with teammates on complex cases—coaching through workflows, outlining clear next steps, and ensuring they feel supported and empowered.
- Actively share knowledge, documentation, and best practices across teams and departments within Phreesia to promote a cohesive and informed support culture.
- Take initiative in resolving complex technical cases with a strong focus on client satisfaction, while engaging team members for input and validation where appropriate.
- Foster strong client relationships by embracing a team-oriented, client-focused mindset—advocating for client needs and collaborating on solutions that exceed expectations.
- Maintain a strong understanding of Phreesia’s products / integrations and support peers in deepening their understanding of these systems.
- Work jointly with teammates and cross-functional partners to identify and recommend business workflows that align with best practices.
- Apply solutions shared by senior agents while contributing your own perspective and seeking clarification as needed to support client success.
- Collaborate with others to suggest thoughtful enhancements to Phreesia’s products and services, drawing from shared experiences and case insights.
- Support high-priority issue resolution through seamless collaboration, even if it requires coordination beyond standard business hours.
- Participate in a shared after-hours escalation rotation, serving as a point of contact and receiving an additional paid bonus for this responsibility
What You'll Bring:
- Bachelor's degree required
- A minimum of 3 years of related experience is required. Phreesia experience and/or performance may offset some of the experience requirement.
- 1+ year experience in a client support role ideally in software or product base organization
- 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 and have exposure to wireless and web applications
*This role may require occasional travel (typically less than 10%) to client sites or company events, depending on business needs
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: https://www.phreesia.com/workforce/
We strive to provide a diverse and inclusive environment and are an equal opportunity employer.