Software Support Analyst

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

Of the $3.8T we spend on healthcare in the United States annually, about a third of it is estimated to be lost due to waste, fraud and abuse. Codoxo is the premier provider of artificial intelligence-driven solutions and services that help healthcare companies and agencies proactively detect and reduce risks from fraud, waste, and abuse and ensure payment integrity. Codoxo helps clients manage costs across network management, clinical care, provider coding and billing, payment integrity, and special investigation units. Our software-as-a service applications are built on our proven Forensic AI Engine, which uses patented AI-based technology to identify problems and suspicious behavior far faster and earlier than traditional techniques.

We are venture backed by some of the top investors in the country, with strong financials, and remain one of the fastest growing healthcare AI companies in the industry.

Position Summary:

At Codoxo, our clients have access to high levels of support from our Customer Success team. As a Software Support Specialist, you play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS products. You are a strong multi-tasker who can work successfully across multiple teams to resolve issues in a timely manner. You are also a tech-savvy product expert with strong attention to detail and ability to go beyond clients’ initial requests to understand their underlying needs.

Key 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

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
• Remote Work Requirements: To ensure reliable performance on the company-issued CODOXO laptop, employees working remotely must have a stable high-speed internet connection. Internet performance should be measured using a speed test conducted directly on the CODOXO laptop, not based solely on the internet planpurchasedfrom the provider.
• Physical Requirements: Work is performed in an office environment (either in our office or work-from home) and requires the ability to work on a computer, operate standard office equipment, and work at a desk.

Accessibility Notice: If you need reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to [e-mail] with the subject "Accommodation". Reasonable accommodation requests will be considered on a case-by-case basis.

Benefits for You

Health, Dental, and Vision insurance with 100% employee premium coverage (Starts Day 1)

Unlimited PTO

Annual Professional Development stipend

Annual home office stipend

401K Match (after 90 days)

We are an Equal Opportunity Employer :

Codoxo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment.

We are required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.