Job Post

Technical Customer Service Associate

HealthEdge
30 Corporate Drive
Burlington, MA 01803

Position Summary:

You are a driven achiever who loves personal and professional challenges. You thrive on solving complex problems and interacting with customers.  You understand the software industry and the challenges our customers are facing. You are calm under pressure and manage the details of multiple, time-sensitive projects with competing priorities, without breaking a sweat.

HealthEdge is an agile and innovative 21st century software company focused on providing next-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy.

 

Responsibilities:

This position plays a highly visible role on our broader Account Team, with a focus on delivering world class support directly to our customers. As a member of our team, you will project manage complex and business critical issues.  To our customers, no level of service can improve upon encountering an issue with a product they invested in.  However, as part of the Support team, you will drive a cycle of continuous improvement by researching and analyzing root cause and showing accountability in driving the resolution. 

More specifically, you will:

  • Provide a concierge level of customer support for 2-3 HealthEdge customers
  • Develop a comprehensive understanding of our products and services to efficiently triage, manage and resolve your customers’ issues
  • Develop a deep knowledge of your customers, their business model, and their workflows to provide the best possible resolution that fits their needs
  • Perform initial review and triage of incoming needs from your customers, actively engaging with customers to determine business requirements and priority
  • Receive escalated issues from customers with confidence, competence and empathy
  • Drive execution and resolution of issues from initial receipt through confirmation of successful resolution and communication back to the customer
  • Work collaboratively with cross-functional operating teams to ensure appropriate focus and cooperation and during resolution phase
  • Communicate consistently and proactively with customers to address their needs as well as anticipate potential concerns to ensure a great customer experience
  • Partner with Account Executives to support your customers’ needs
  • Ensure compliance with customer SLAs and service standards
  • Be time flexible to provide 24x7 on-call support on a rotational basis
  • Manage other responsibilities as assigned
  • Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

 

Requirements/Qualifications:

  • Bachelor’s Degree or equivalent experience demonstrating project management and customer service skills in a technical environment
  • 2+ years of relevant experience in a Healthcare IT setting
  • Strong drive to build deep expertise and leverage that expertise to research and resolve issues
  • Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technology environments
  • Zeal for exceeding client expectations by delivering exceptional service
  • Comfort communicating with a wide range of internal and client stakeholders through clear, concise verbal and written communication
  • Ability to convey difficult messages to customers, while simultaneously advocating on the customer’s behalf internally to resolve issues efficiently, and confidently. Confidence and tact to deliver difficult messages to clients as well as holding internal stakeholders accountable to a higher standard, and knowing when to do each
  • Experience working with cross-functional teams through resolution of high-priority, time-sensitive issues
  • Success triaging simultaneous issues under tight deadlines, without breaking a sweat
  • Healthcare industry experience a plus
  • Salesforce, ServiceNow, and JIRA experience a plus
Category: Customer Success
Full-time

See What It's Like To Work Here

HealthEdge is an innovative software company that provides the only integrated financial, administrative and clinical software platform for healthcare payors.

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