Myriad EHR
|Client Care Tier 3 Support | IT Lead | Solutions Engineer | QA & Automation Specialist
Remote, Any, US
Summary
Led multifaceted technical operations, customer support, and quality assurance initiatives, translating complex requirements into automated solutions and driving continuous improvement across product and client care functions.
Highlights
Provided senior-level Tier 3 technical and client care support, resolving high-complexity application, workflow, data, and system issues as a primary escalation point while coordinating with internal development, IT, and operational teams.
Drove comprehensive manual QA testing for new features, enhancements, and fixes across development and lab environments, identifying and documenting defects to ensure product quality and adherence to functional and client requirements before release.
Engineered and deployed automated client support and escalation processes, including a Client Care Support Bot and Intercom automations, significantly improving ticket routing, tracking, follow-up, and overall support workflow efficiency.
Optimized and continuously refined Fin AI, enhancing automated customer responses, solution recommendations, and support accuracy through iterative configuration and performance review based on recurring issues and interactions.
Acted as a Solutions Engineer, translating complex client and operational requirements into practical technical solutions and automated workflows, encompassing critical data extraction, validation, processing, and export for troubleshooting and reporting.
Drove continuous improvement initiatives across Client Care, IT, QA, Development, and Operations, leveraging automation, AI optimization, and structured processes to enhance product quality, customer support scalability, and operational efficiency.