Customer Support Analyst
About The Position
As a Customer Support Analyst, you will assist our customers with technical issues, inquiries, and concerns related to all of HealthVerity’s products or services with a primary focus on RWD. You will play a critical role in ensuring customer satisfaction by providing timely and effective resolutions to problems. Customer support analysts possess a deep understanding of the product or service they support, enabling them to troubleshoot issues, offer guidance on usage, and provide solutions tailored to the customer's needs. You will interpret customer issues and own triage through creative problem solving to initiate tier one support and enhance the customer experience through timely remediation. You will serve a vital role in maintaining strong customer relationships and fostering loyalty to the brand or company they represent.
Requirements
- 7+ years’ experience in the data industry, preferably in a big data environments
- 5+ years’ experience working with healthcare data assets
- Proficient in programming against large data assets; expertise in SQL
- Ability to gather requirements, test strategies, design deliverables
- Proven analytical, evaluative, and problem-solving abilities
- Extensive experience working in a team-oriented, collaborative environment
Nice To Haves
- BS degree in math, statistics, or a healthcare related field
- Knowledge of Python and/or Databricks
- Experience with AI tools (e.g. ChatGPT, Claude, Gemini)
- Experience with Salesforce.com (e.g. ServiceCloud)
Responsibilities
- Serve as the first line of support and point of contact for HealthVerity’s customers.
- Work cross-functionally with the DI&A, Delivery, and Data Operations groups to interpret our client deliverables.
- Triage common RWD questions through contract review, validation of delivery specifications, internal data investigation, and external query logic assessment.
- Develop a deep understanding of HealthVerity’s healthcare data assets.
- Remediate and/or initiate remediation procedures for customer issues.
- Create a knowledge repository of data issues inclusive of use cases, triage steps, and resolution scenarios.
- Develop client-facing documentation for common data questions and answers.
- Document and identify areas for process improvement within current workflows through a lens of enhanced customer experience and streamlined processes
- Serve as Tier 1 support across HealthVerity’s product suite
- Maintain high levels of customer satisfaction through thorough and prompt inquiry resolution
Benefits
- competitive base salary & annual bonus opportunity
- health, dental, and vision coverage starting on day 1
- 401(k) plan
- equity program
- Remote workdays
- 3 days a week of in-office collaboration for team members in the Philadelphia area
- Generous PTO: Take time off as needed, targeted at 4 weeks per year, including vacation, personal and sick time
- 12 weeks paid leave for childbearing, surrogacy, and adoption
- 6 weeks for non-childbearing parents
- Comprehensive and individualized onboarding: mentorship program, departmental talks, and a library of resources
- Professional development: biweekly 1:1s, hands-on leadership that is goal-and growth-oriented for each team member, and an annual budget to support professional development pursuits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
