Application Support Analyst

Craniometrix is hiring a Application Support Analyst to support non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows. This role combines Ticket Management, Knowledge Base, and CRM to keep clear service resolution, documented communication, and visible ownership dependable; decision traceability, exception tracking, and handoff quality must remain visible throughout the work. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Core ResponsibilitiesHandle assigned customer or stakeholder requests for the Application Support Analyst workflow at Craniometrix; combine Issue Resolution, Knowledge Base, and Service Documentation so decision traceability stays explicit within non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Review available history before responding for the Application Support Analyst workflow at Craniometrix; combine Follow-Up, Service Standards, and Call Handling so exception tracking stays explicit within non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Resolve routine issues within approved guidance for the Application Support Analyst workflow at Craniometrix; combine Quality Assurance, Service Documentation, and Customer Experience so handoff quality stays explicit within non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Document commitments and next actions for the Application Support Analyst workflow at Craniometrix; combine Customer Support, Call Handling, and Ticket Management so decision traceability stays explicit within non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Escalate complex cases with enough context for the next owner for the Application Support Analyst workflow at Craniometrix; combine Escalation Management, Customer Experience, and Problem Solving so exception tracking stays explicit within non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Success StandardStrong performance means clear service resolution, documented communication, and visible ownership remains trustworthy within non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows. For this role, Account Review, Service Standards, and Call Handling should reinforce decision traceability, exception tracking, and handoff quality; unresolved items retain an owner and another authorized teammate can verify the work without reconstructing its history. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Role FitUse Queue Management, Problem Solving, and Customer Service confidently within non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows; together they support decision traceability for this role. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Apply Customer Support with Multichannel Support and Ticket Management so decision traceability and handoff quality remain visible to the next authorized owner. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Document Service Documentation decisions alongside Customer Experience and Knowledge Base so exception tracking stays traceable in this application support analyst workflow. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Use sound judgment around Customer Communication, Quality Assurance, and CRM when the non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows workflow requires escalation rather than assumption. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.Position DetailsFull-time. Associate level. 100% remote within the United States. Base salary: $40,000-$61,000 per year.For this Application Support Analyst at Craniometrix, remote execution is complete only when ticket management, escalation management, and clear service resolution, documented communication, and visible ownership leave decision traceability, exception tracking, and handoff quality secure, current, and ready for the next authorized teammate within non-clinical dementia-care navigation, Medicare GUIDE administration, patient and caregiver support, data, operations, and business workflows. Role evidence is anchored in Queue Management, Client Communication, and Multichannel Support.