Customer Support Analyst at andros

| Greater NYC Area
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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
Requirements and Qualifications
  1. The ideal candidate will have a 2+ years background in Healthcare IT, SaaS space where he/she has worked on a support team
  2. Bachelor’s Degree or higher
 
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • 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 do you empower your team to be more creative?

In September we launched andros from CredSimple and Glenridge. Throughout I provided strategic direction and timing while allowing our marketing team creative latitude regarding our images, copy, colors, marks, product naming, PR, and more. The result of this openness and collaboration is a happy team and a powerful and unique new brand!

Eric

Chief Commercial Officer

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

andros Benefits Overview

$1,500 per year budget for professional development
401(k) with employer matching
Equity
Wellness reimbursement
Unlimited PTO

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
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
We have regularly scheduled trainings around appropriate interview techniques that makes sure we are taking a non-bias and structured approach throughout our hiring processes.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have established multiple employee resource groups at andros with the intent to add more so every employee feels included and has a safe space to share ideas, concerns or inspirations.
Hiring Practices that Promote Diversity
andros is passionate about promoting diversity at all levels. We have diverse & inclusive hiring strategy and are continuously looking for new ways to better for our DE&I efforts.
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
Employee Stock Purchase Plan
We offer an equity option to every new full-time employee.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
andros provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
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
Pet Friendly
CredSimple's pet policy is dog friendly daily.
Fitness Subsidies
Home Office Stipend for Remote Employees
Along with a fun L&D budget for each employee, we also have a $200 stipend for extra home office equipment.
Professional Development Benefits
Job Training & Conferences
CredSimple offers employees continuous professional and personal development training
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
Customized development tracks
Paid industry certifications
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