Customer Support AnalystJob Mission:

The job of our Client Success and Support team is to proactively create an environment where our clients and partners achieve success. Specifically your mission as a Customer Support Analyst is to establish trust and partnership with our end users by helping to solve their issues in a timely, professional and effective manner. 

The outcomes we’re looking for

1. Provide thorough solutions and develop trusting partnerships with our clients
1. Answer calls, emails and chats from our users with a strong focus on timely and thorough resolution of issues that meet the needs of our client and leave them feeling supported by our team 
2. Recognize patterns and escalate all high priority problems
3. Coordinate the resolution of issues primarily between Client Success, Operations and Product
4. Achieve a high level of client satisfaction and retro on unsatisfied responses to improve in the future
2. Develop a strong understanding of credentialing process, as well as our platform and services, in order to support our clients and internal team
3. Automate support tasks by building template responses and tagging solutions with key search terms
4. Make andros better by working cross-functionally to quickly solve trending issues with Operations and Product
1. Proactively identify changes we can make to our platform or process to make our clients' journey easier
5. Publish content that helps clients self-service their own needs 
1. Build and maintain a knowledge base of client-facing training materials 
2. Work closely with Product to update knowledge base material for new features at release

ABOUT YOU: Competencies Required

1. Client-centric mindset:
1. Focuses on putting the client’s needs first when resolving issues and ensuring their needs are being met
2. Know when to escalate a client inquiry to management
2. Expert communicator:
1. Excellent written and verbal communication skills, combined with the ability to communicate with users at all levels and varying ability, internally and externally.  Connects well with clients and can adjust to the client’s needs with ease and flexibility
3. Professionalism:
1. Your confidence and professionalism should come through over email, chat and phone and when working with internal teams and clients
2. Ability to develop trusting relationships with our end users and team through ownership, integrity and consistency
4. Organizational skills: 
1. Ability to organize, prioritize, and manage time and tasks effectively
5. Detail oriented:
1. Have an investigative curiosity and root cause analysis skills
2. Will not stop advocating for the client until a high quality response/resolution is provided

Other Attributes:

• The ideal candidate will have a 2+ years background in Healthcare IT, SaaS space where he/she has worked on a support team

#oneteam