Product Support Analyst

Cedar Gate Technologies; United States; Hybrid; USD 98,000 - 115,000; Full time

Job summary

An innovative firm is seeking a dedicated Product Support Analyst to provide exceptional technical support and manage product and data issues. In this pivotal role, you will enhance customer perceptions of support services and product quality while developing reports and processes to exceed service level agreements. With the opportunity to train new team members, you will play a crucial part in improving customer experiences. This position offers a dynamic remote hybrid work environment, comprehensive benefits, and career growth opportunities, making it an ideal choice for those passionate about technology and customer service.

Benefits

Comprehensive Medical Coverage

Dental Insurance

Vision Coverage

401K Matching

Tuition Assistance

Extensive Paid Time Off

Employee Discounts

Qualifications

• 3+ years of technical support experience for SaaS products.
• Expertise in data analytics for informed decision-making.

Responsibilities

• Triage and respond to incoming client support requests.
• Coordinate with Product and Data Management teams on issues.

Skills

Technical Support

Data Analytics

Client Communication

Education

Bachelor's Degree

Tools

SQL

Salesforce

Job description

Join to apply for the Product Support Analyst role at Cedar Gate Technologies

Join to apply for the Product Support Analyst role at Cedar Gate Technologies

• Join our rapidly expanding company, where top performers unlock unlimited career growth and advancement opportunities.
• Our culture actively values and rewards innovative ideas, particularly those that lead to better outcomes for all.
• Your benefits package features comprehensive medical, dental, and vision coverage, and options for FSA, HSA, and 401K matching, and tuition assistance. Additionally, you will receive extensive paid time off, exclusive employee discounts, and more.
• Work where you are most productive: from home, in the office, or hybrid. Embrace a dynamic remote hybrid work schedule that offers flexible hours to enhance your productivity and work-life balance.
  
  

Position Summary

Reasons you will want this position:

• Join our rapidly expanding company, where top performers unlock unlimited career growth and advancement opportunities.
• Our culture actively values and rewards innovative ideas, particularly those that lead to better outcomes for all.
• Your benefits package features comprehensive medical, dental, and vision coverage, and options for FSA, HSA, and 401K matching, and tuition assistance. Additionally, you will receive extensive paid time off, exclusive employee discounts, and more.
• Work where you are most productive: from home, in the office, or hybrid. Embrace a dynamic remote hybrid work schedule that offers flexible hours to enhance your productivity and work-life balance.
  
  

Summary

Cedar Gate Technologies is eagerly seeking a dynamic and dedicated Product Support Analyst to deliver exceptional front-line technical support to our end-users while effectively managing product and data issues. In this pivotal role, you will play a key part in shaping a positive customer perception of our support services and product quality. You will contribute to the development of reports and streamlined processes that will empower Cedar Gate to surpass our support service level agreements (SLAs) consistently. As you gain experience with us, you will have the opportunity to train and mentor new members of the Product Support team. Join us in making a meaningful impact and enhancing the customer experience!

Roles & Responsibilities

• Triage and respond to incoming client support requests
• Coordinate with Product and Data Management teams on issues that require resolution and communicate updates to client
• Support the Account Management team by tracking, escalating, and resolving both general and client-specific issues
• Develop action plans around incoming client inquiries, responding to client requests, and escalating issues
• Own, track, report, and manage support SLAs and ensure delivery against requirements and company goals
  
  

Job Location:

Fully Remote/Virtual

Required Experience / Qualifications

• A minimum of three (3) years of technical support experience for SaaS products.
• Proven expertise in data analytics that drives impactful insights and informed decision-making.
• A Bachelor's degree from a recognized and accredited college or university.
• Currently eligible to work in the U.S. without assistance in getting an employment visa or work authorization.
  
  

Preferences – Not Required

• Experience in navigating and leveraging healthcare data environments.
• SQL experience, especially in reading and understanding scripts
• Experience with Salesforce
• Diverse experience achieved from working for a startup company
  
  

Your Future Working Environment

If you join Cedar Gate, you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results in the medical industry. Choose a career at Cedar Gate and enjoy an innovative environment where challenging and interesting work is part of daily life.

Next to our excellent terms of employment and fringe benefits, we invest considerable resources to provide ongoing training that builds and extends professional, technical, and management skills in all areas. At Cedar Gate, you will operate in a professional environment where teamwork and innovation are immensely encouraged. Together with colleagues, you will work on high-impact projects for many dynamic companies.

About Cedar Gate

Cedar Gate enables payers, providers, employers, and service administrators to excel at value-based care. Our unified technology and services platform enhances and automates data management activities to deliver employer and provider analytics, care management, and payment technology necessary to pursue every payment model and optimize performance in all lines of business. From primary care attribution to bundled payments to capitation, our platform is designed to improve clinical, financial, and operational outcomes for all.

Based in Greenwich, CT, Cedar Gate is private equity backed by GTCR, a leading Chicago-based private equity firm, Ascension Ventures, a strategic healthcare venture firm, and Cobalt Ventures, the investment subsidiary of BCBS of Kansas City. To learn more, visit www.cedargate.com .

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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