C2 IT Customer Support Manager

HEALTHIERHERE•Seattle, WA

6d•$85,000 - $105,000•Hybrid

About The Position

HealthierHere is the backbone entity for a cross-sector collaborative working to address health disparities and improve health outcomes for people in King County by improving the current system of care. This work centers community and Tribal voice along with healthcare and social service providers in the co-creation and implementation of strategies designed to provide access to culturally appropriate care, support and services that help people achieve the health outcomes that they desire for themselves. Principles of equity, anti-racism, decolonization, and authentic community engagement serve as the lens that shapes the way we do business. HealthierHere co-designed Connect2 Coordinator (C2C) to facilitate electronic referrals, increase resource access via a shared directory, and enhance visibility of care providers. This system aims to improve health equity by fostering community collaboration and efficient care coordination. Connect2 Coordinator is a client management platform developed by HealthierHere that can be used to support Community Hub efforts under the Medicaid Transformation Project (MTP) 2.0. It enables case management partners to collaborate across systems, make closed-loop referrals, and share information across healthcare and social service providers. Supported by the Connect2 Exchange database, it integrates with systems like Care Connect Systems (CCS) and Vision Link. The Connect2 IT Customer Support will report directly to the Director of Technology. This role is essential for ensuring high-quality customer service and technical assistance to our internal and external users. This role is responsible for designing and providing Tier 1 support training to customers. The IT Customer Support manages and executes Tier 1 and 2 support tickets through HubSpot. They will manage issue escalations within the Connect2 team and drive continuous tiered support process improvement. The ideal candidate will have a strong information technology background, with a deep understanding of customer support best practices and will support customers based on service level agreements (SLAs).

Requirements

3-5 years of customer support or equivalent experience.
Experience in managing Service Desk operations (with a proven results driven track record).
Ability to continually raise performance and achieve excellent customer service.
Served as primary point of contact related to providing IT/technical support to customers
Strong problem-solving abilities to work independently and collaboratively.
Customer-centric mindset, detail-oriented, and organized.
Excellent interpersonal skills with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language.
Ability to handle confidential information appropriately.
Strong people skills and ability to both listen and communicate effectively.
Proven leadership and strong organizational skills.

Nice To Haves

Technical/IS Degree completed or in process, certifications, or equivalent experience.
Proven expertise with Microsoft 365 Word and Excel applications, and ticketing/tracking systems, such as HubSpot, Jira, and Planner.
Experience with Azure cloud hosting and Google Cloud Platform
Experience with Microsoft SQL Server, Microsoft PowerBI, and/or Tableau
Ability to support the creation of workflows and assessments.
Strong skills in troubleshooting and repair of .CSV batch uploads and extracts.
Ability to research solutions and information regarding technical issues.

Responsibilities

Develop expertise on the Connect2 platform to support customers, solve technical issues, and inform product enhancements.
Investigate and resolve open Tier 1 and Tier 2 technical issues and changes related to the Connect2 platform.
Responsible for writing, managing, and updating Tiers 1 and 2 standard operating procedures.
Collaborate with Applications Engineer to establish and maintain Tier 1 and Tier 2 SLAs.
Execute prioritized Connect2 data extracts, system setting changes, and reports.
Serve as primary point of contact for batch data uploads to the Connect2 platform.
Serve as product and customer liaison for Tier 2 issues escalated to Tier 3.
Support root cause analysis of incidents and issues, identify underlying causes, and recommend preventive measures to Director of Technology.
Create and maintain detailed documentation, including troubleshooting guides, FAQs, etc.
Propose process enhancements, automation, and efficiency improvements to enhance service delivery.
Act as primary point of contact for Tier 1 and Tier 2 customer support to ensure seamless issue resolution.
Coordinate Tier 1 and Tier 2 tickets intake, resolution, or escalation.
Lead Tier 1 and Tier 2 support triage with key product team stakeholders.
Ensure Tier 1 and Tier 2 tickets are resolved or updated within service level agreements (SLAs).
Collaborate with product, community hubs, and other IT staff to find solutions promptly.
Prioritize and manage multiple tasks effectively while adhering to SLAs.
Provide training to Tier 1 support staff.
Provide Tier 1 and Tier 2 ticketing process and procedure training to onboarding customers.
Maintain capacity to support On-Call team to resolve Urgent Incidents.

Benefits

100% coverage of employee premiums for select medical, dental, and vision plans
Up to 6% match on your 403(b)-retirement plan
Flexible Spending Accounts (FSAs) for healthcare and dependent care
Group and voluntary life insurance
Short-term and long-term disability coverage
Generous paid time off, up to 13 paid holidays, sick leave, and mental health days
A wellness benefit to support your personal well-being journey
Professional development allowance to invest in your growth
Hybrid work model with 2 days a week in our downtown Seattle office

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume