Job type full-time
Full job description
Our mission: we are on a mission to change healthcare by deliberately bringing together healthcare experience, silicon valley big data software engineering, and cutting-edge data scienceClarify health`s enterprise analytics platform empowers providers, payers, and life sciences companies to deliver better care to patients through actionable insightsWith industry-leading statistical modeling and machine learning, clarify health harnesses the power of the most comprehensive longitudinal dataset in the us by linking clinical, claims, prescription, lab, and social determinants of health data across over 300 million livesWe came together to empower physicians and care teams to deliver great careWe are a passionate group of professionals dedicated to making healthcare betterWe are a purpose-driven team bringing our vision of better care to life*please note, while we will consider remote hires for this role, we can only employ in the following states: a z, ca, co, ct, fl, ga, hi, id, ky, ma, mi, mn, mo, nh, nj, ny, nd, nc, or, pa, sc, tn, tx, ut, wa, wi, il, md, vaIf your state is not listed, we cannot move forward with your application*
Clarify is looking for a customer support associate to help deliver a best-in-class enterprise saas support experience to clarify’s customersIn this role, you will be on the front lines with customer end users, quickly responding and resolving incoming inquiries, so that they can get optimal value from the clarify platformThis role requires an independent problem solver who is passionate about serving customers, has strong communication skills and critical thinking abilities, and can operate in a fast paced and ever-changing environment.
Deliver an exceptional customer experience to achieve industry leading nps, csat, resolution time, productivity, and other related service/support metrics
Answer inquiries, handle escalations, navigate challenging issues, and ensure excellence in support delivery
Become a subject matter expert in the use of clarify’s technologies
Collaborate closely across clarify’s product, data science, engineering, and development teams to enhance clarify`s platform, and escalate critical issues
File bugs, troubleshoot issues, and collaborate with cross-functional teams to resolve customer inquiries quickly
Provide feedback on how to optimize support operations
Build expert knowledge of the company and its saas products to influence support function strategy and planning
Maximize customer satisfaction through a timely and accurate resolution of customer inquiries/issues
What we are looking for:
2+ years of experience in an enterprise saas customer support or service environment
1+ year of healthcare technology experience or knowledge of the healthcare industry highly preferred
Strong working knowledge of customer collaboration tools – (e.g., salesforce service cloud, jira, helpjuice, appcues)
Ability to take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution, including identifying memory issues, deadlocks, application performance, etc.
Technical troubleshooting background with experience in managing ambiguous questions and
Experience working within hipaa phi and pii regulatory compliance.
Preferred prior experience supporting customers on healthcare-related data platform products, and/or healthcare core administration processing (enrollment and claims) products.
Proficiency with crm software, ticketing systems, and collaboration tools (e.g., salesforce, jira, helpjuice, appcues)
Demonstrated flexibility and adaptability relative to thriving in ambiguous, constantly changing, high-pressure environments
Self-motivated, organized, and capable of managing multiple responsibilities and customer projects to successful completion
High attention to detail and ability to produce high quality outputs
Strong written and verbal communication skills
Strong analytical problem-solving skills
Ability to build strong relationships and foster teamwork with customer and internal team members
Willingness to contribute to building clarify with energy and excitement
What we offer you:
Competitive compensation package (70k-80k + bonus + equity options)
Quality health insurance
Traditional 401k plan
Vision, dental, disability and life insurance
Flexible spending accounts and commuter benefits
Monthly wellness stipend
A collaborative workplace, which will challenge you and celebrate your work
A chance to learn with and from interesting and enthusiastic colleagues
We are an equal opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.