Support Analyst I

Accolade, Inc.

90d • $19

About The Position

The Support Analyst’s mission is to delight end users, whether internal or external, through technology services and support by demonstrating compassion and understanding while driving towards resolution. You will apply your knowledge of our applications, systems, and infrastructure to help identify the root cause of issues and determine a resolution. You will enforce a positive experience for those who have identified challenges by communicating clearly and often while demonstrating competence, empathy and a desire to serve. You will continue to learn as we transform our technology platforms using cloud based platforms and tools.

Requirements

• Bachelors Degree or technical certification in Computer Science or related field.
• 1-2 years related experience.
• Excellent communication and customer service skills.
• Experience using and troubleshooting desktop/laptop operating systems and mobile applications.
• Experience using Zendesk CRM.

Nice To Haves

• High level of attention to detail.
• Experience managing escalated clients through phone or chat contact methods.
• Comfortable in a constantly changing environment.
• Bilingual (English/Spanish).

Responsibilities

• Respond to requests for assistance through email, telephone, live chats from both internal and external customers.
• Troubleshoot issues, provide standard resolutions, and escalate non-standard issues that arise within our portfolio of applications.
• Provide triage and escalation to urgent incidents.
• Collaborate with development teams to identify root causes and develop resolutions to recurring problems.
• Develop improvements to our Service Management tools, including Jira Service Desk, Statuspage and Slack.
• Demonstrate the ability to diagnose and resolve issues on our computing platforms.
• Establish constructive working relationships both within the C3 team as well as with infrastructure and development teams.
• Develop an understanding of how our business uses the technology we support to provide functional assistance to users.
• Act as the primary point of contact for client level incidents and service requests.

Benefits

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
• HDHP medical plan with generous employer contributions towards an HSA.
• 401(k) Retirement Plan with matching employer contributions.
• Accrued Vacation time.
• Accrued Sick & Safe Time Off.
• Generous Holiday Schedule + 5 floating holidays.
• Paid parental leave.
• Subsidized commuter benefits programs.
• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Headspace.
• 1 Volunteer day per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree