Customer Support Analyst at andros

| Greater NYC Area
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ABOUT THE ROLE

The job of our Client Success and Support team is to proactively create an environment where our clients and partners achieve success. Specifically your role as a 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:

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

ABOUT YOU

Competencies Required

  • Client-centric mindset:
    • Focuses on putting the client’s needs first when resolving issues and ensuring their needs are being met
    • Know when to escalate a client inquiry to management
    • Will not stop advocating for the client until a high quality response/resolution is provided
  • Expert communicator:
    • 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
  • Professionalism:
    • Your confidence and professionalism should come through over email, chat and phone and when working with internal teams and clients
    • Ability to develop trusting relationships with our end users and team through ownership, integrity and consistency
  • Organizational skills: Ability to organize, prioritize, and manage time and tasks effectively
  • Problem Solver:
    • Have an investigative curiosity and root cause analysis skills. Love to problem solve!
    • Demonstrate skills in using technology to perform analysis and identify trends and opportunities.

 Requirements and Qualifications

  • 2+ years background in Healthcare IT, SaaS space where he/she has worked on a support team
  • Located in New York City or able to commute into the city on a daily basis
  • Bachelor’s Degree or higher

ABOUT US

CredSimple is building a healthcare technology company that serves the $10B niche of provider network management. We’re looking to grow our team with world-class talent who are not only motivated to carry out their specific roles but also help us build an organization that continues to be a great place to work as we scale.

We sell to clients that span the healthcare spectrum from tech-savvy healthcare startups to 100-year-old, Fortune 500 health insurance companies. We’re solving very real and challenging problems in the healthcare industry.


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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

We are located in the Flatiron, which is widely recognized as the center of Silicon Alley, NY's technology hub.

An Insider's view of andros

How does your team reward individual success?

The Bonusly app provides an easy method of recognizing and celebrating the contributions of team members, and being able to incorporate it into Slack provides additional visibility. We are also able to redeem bonusly points for giftcards each quarter!

Steven

Network Analyst

What does your typical day look like?

A typical day at andros I get to collaborate with many people. We start our day by reviewing project updates, client health status and outstanding items from the week prior. The weekly cadence allows us to build relationships with our clients. Between communicating with clients and teammates, each day is an adventure. Let's get after it!

Jonah

Client Success Manager

How does the company support your career growth?

The company supports my career growth by investing in my Professional Development. We currently have access to LinkedIn Learning as well as a reimbursement program for continuing education courses. Most importantly they recognize and reward talent. It does not matter the role you may be in, management makes career growth discussions a priority.

Jenny

Provider Network-Recruiter Manager

How would you describe the company’s work-life balance?

We have the great opportunity of working from home and the option of flexible hours. andros provides different ways to manage stress by engaging employees in quarterly health competitions.

Vani

Software Developer

What are andros Perks + Benefits

Culture
Volunteer in local community
We are a company who support our local communities and encourage employee volunteerism in both our New York and Maryland offices like NYC Tech Gives Back and Community Action Council, Howard County
Intracompany committees
CredSimple offers several holiday events and wellness programs to keep employees engaged such as our our health and wellness challenge, annual holiday party and virtual scavenger hunt
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
CredSimple host quarterly company outings as a great team bonding experience.
Stocked Kitchen
CredSimple has a well stocked kitchen providing breakfast options, snacks and beverages
Some Meals Provided
We provide free lunch on Wednesdays.
Happy Hours
Happy hours are hosted At team's discretion.
Pet Friendly
CredSimple's pet policy is dog friendly daily.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
CredSimple offers employees continuous professional and personal development training
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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