Iodine Software
Iodine Software is the leader in clinical AI for highly accurate capture of patient documentation.
Hybrid

Customer Support Analyst

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Customer Support Analyst
Who We Are:
Iodine is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations: automating complex clinical tasks, generating insights and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.
What we're looking for:
Iodine thrives by delighting our users. Support is a cornerstone of our offering and enables us to cultivate a happy, productive user base. We are seeking Customer Support Analysts to join our Professional Services team and help take Iodine to the next level by providing best-in-class service. This is a high visibility role, and your success will depend on building strong long-term relationships with our clients, proactively identifying issues and driving resolution, and fostering communication with users and stakeholders along the way.
What you'll do:

  • Hold a working knowledge of Iodine applications, technologies, and client base.
  • Manage first level support for incoming customer inquiries and provide basic troubleshooting support in a timely and professional manner.
  • Investigate and fix issues reported by our users; communicating progress back to client and setting clear expectations.
  • Maintain detailed records of all internal and external customer interactions.
  • Improve current documentation, knowledge base articles, FAQ's and training materials for the internal support team.
  • Follow support processes and procedures and understanding of what resources are available for self-service.
  • Escalate complex and high priority issues to Senior support staff and cross-functional teams as necessary to determine resolutions.
  • Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication.
  • Identify trends to address with the client or internally to improve client experience and workflow.
  • Approach every client interaction with total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools.
  • Identify and advocate for robust solutions to recurring issues that affect our customer base
  • Assist in quality assurance, deployment, and preparation for new releases.
  • Expand your skillset in technologies to create solutions for customers (Examples - PostgreSQL, Excel, IntelliJ, Iguana, Kibana, Browser Dev Tools, XML).
  • Cultivate processes and team culture for scale.
  • Other small-scale support related special projects during downtime.


What we'd love to see:

  • Bachelor's degree
  • High technical aptitude OR existing skillset with applicable technologies ( Examples - PostgreSQL, Excel, IntelliJ, Iguana, Kibana, Browser Dev Tools, XML)
  • Familiarity with healthcare industry and clinical concepts
  • Experience using a Support ticketing system such as Salesforce or Zendesk Support
  • Ability to communicate concisely and clearly, both written and verbal
  • Client focus mindset - provide value beyond expectation and approach work with internal and external clients' interests top of mind
  • Apply logic, research, and data to inform decisions
  • Demonstrate empathy and patience for end users; takes a personal stake in our clients' success
  • A problem solver's mentality: wants to open up the machine to see how it works
  • Attention to detail, highly organized, with an absolute focus on quality of work
  • Proven track record of managing multiple, competing priorities while consistently exceeding goals
  • Team player DNA with a desire to solve for the interests of our clients and of our business
  • Positive, self-starter attitude with high level of personal ownership and accountability


**You must be currently authorized to work full-time in the United States on a permanent basis**

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What are Iodine Software Perks + Benefits

Iodine Software Benefits Overview

Iodine offers a comprehensive benefits package including medical, dental and vision along with basic term life insurance and a 401K plan with company matching. We also offer many other optional perks like annual wellness benefit, pet insurance, voluntary life insurance, cell phone and internet reimbursement as well as a work from home stipend for each employee.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Flexible work schedule
Iodine provides employees with a flexible work schedule that includes Flexible start and end times and to support work life balance.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Iodine employees can contribute up to $2750 annually to their FSA.
Disability insurance
Iodine Offers both Short and LongTerm Disability benefits. Short Term covers 60% of weekly income up to $2300 weekly and Long Term covers 60% of monthly income up to $10,000 monthly maximum payout.
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Our pet insurance policy offers 3 reimbursement options to best fit your needs.
Wellness programs
Team workouts
Mental health benefits
Our EAP Program offers FREE Counseling sessions. articles and virtual webinars on topics related to issues we are currently facing.
Financial & Retirement
401(K)
401(K) matching
Iodine provides employees with a 401(K) matching plan managed by Voya. We match 50% of contributions up to 6% of an employees annual gross pay.
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Unlimited vacation/PTO plan
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Iodine typically targets company wide events twice a year, one typically in the summer and the other around our company-wide holiday party!
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
annual training and education stiped
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Cell Phone/Internet Reimbursement - up to $100/month
Work From Home Stipend- each employee is granted a $500 work from home stipend to assist with home office set up
Wellness Benefit - up to $500 annual reimbursement for your wellness (ie. gym memberships, massage therapy, etc.)
Training and Continuing Education Allowance - up to $2500 annual reimbursement
Employee Referral Program
TeleHealth
Travel and Global Emergency Assistance
Accident, Critical Illness and Hospital Insurance
LegalShield Assistance
Employee Assistance Program - Counseling & Financial Services
HSA Contribution
Pharmacy Resources

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