Customer Support Analyst
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**