Remote SaaS Support Analyst – Healthcare AI

Codoxo; United States; On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

Unlimited PTO

Professional development stipend

Home office stipend

401K match

Job summary

Codoxo is seeking a Software Support Specialist to serve as the primary contact for Help Desk inquiries for our SaaS products. You will adeptly multi-task across teams to resolve issues promptly and act as a tech-savvy product expert with strong attention to detail.

Fielding calls and emails, you will troubleshoot, document details, and track tickets in ZenDesk and Jira, while clearly communicating root causes to clients and identifying opportunities to improve the customer experience.

Qualifications

• Up to 2-3 years of relevant professional healthcare experience.
• Healthcare or healthcare technology / SaaS experience required.
• Experience speaking to healthcare providers and healthcare payers.
• JIRA, ZenDesk, and Confluence experience required.
• BS in Computer Science, Information Systems, or equivalent preferred.
• Excellent problem solving, analytical, and multi-tasking skills.
• Outstanding oral and written communication skills.
• Ability to convey technical information to a general audience.
• Extremely detail-oriented and highly organized.
• Ability to prioritize tasks and carry out responsibilities with minimal direction.

Responsibilities

• Field all technical support calls and emails.
• Provide Tier 1 software support for our clients by troubleshooting and collecting all relevant partner details for the reported issue or concern.
• Multi-task and track open tickets at various stages of completion.
• Work with multiple teams to find, analyze, and resolve client issues.
• Communicate the root cause to clients in non-technical terms.
• Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction and elevate issues, as needed.
• Discuss and present recommendations with the product pods about how to improve customer experience.
• Maintain and report on all client's platforms and technical issues.
• Organize and report on ZenDesk and Jira tickets to all levels of Codoxo leadership.

Skills

Healthcare SaaS experience

Communication

Problem solving

Multi-tasking

Technical communication

Detail oriented

Prioritization

Education

BS in Computer Science or equivalent

Tools

JIRA

ZenDesk

Confluence

Job description

Codoxo is seeking a Software Support Specialist to serve as the primary contact for Help Desk inquiries for our SaaS products. You will adeptly multi-task across teams to resolve issues promptly and act as a tech-savvy product expert with strong attention to detail.

Fielding calls and emails, you will troubleshoot, document details, and track tickets in ZenDesk and Jira, while clearly communicating root causes to clients and identifying opportunities to improve the customer experience.