Maintain a high level of clinical product support to customers via inbound/escalated calls, emails, chat, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting complex technical product-related issues. Track and route issues and requests, document all resolutions and prepare activity reports. Act as a mentor/resource to other analysts to help resolve and route issues. Update tracking system of incident logs and convey customer feedback to teams responsible for product development. Ensure the proper day-today operations of internal technology applications and equipment. May escalate extremely technical or sophisticated issues to technical product support engineers or management. Require advanced knowledge of organization's products and/or services, policies, terms, and conditions. Incumbent is subject to overtime, callback, and on-call as required. Perform other duties as assigned.