What are the responsibilities and job description for the Tier 3, Technical Customer Support Analyst position at apree health?
Tier 3, Technical Customer Support Analyst
Castlight Health is seeking an experienced, driven, and results-oriented Tier 3, Technical Customer Support Analyst to join our top-notch Customer Support team in our Customer Support Center of Excellence. In this role they will be responsible for working on our team of Technical Tier 3 Support staff who are a mix of in-office and remote workers. The successful candidate will be a thoughtful team member who is responsible for ensuring the users of Castlight Health’s products realize the full benefit of our applications. The position will report to the Sr Manager of Technical Customer Support.
A successful candidate for this role will have at least five years of technical member support in a Call Center environment. The candidate will be a strong advocate for users of Castlight Health’s applications, be strategic and capable of analytical thought processes, who thrives in a dynamic, evolving environment, whose aim is to:
- Provide best-in-class support for internal and external customers
- Contribute to innovation in the organization by acting as a champion for addressing and accelerating customer and member service issues
- Champion customer support processes and services to achieve operational excellence
Responsibilities:
- Create or improve upon technical support processes for the Care360 SaaS product
- Work towards exceeding internal service levels
- Develop and lead cross-functional initiatives to improve customer and member experience
- Responsible for customer escalations. Work to identify customer impacting trends, internal tooling issues, breakdowns related to methods and procedures, partnering with internal teams, and driving resolution as needed with external vendor partners.
- Prioritize projects with leadership based on strategic priorities and ensure the completion of projects on an ongoing basis
- Partner with senior management to develop and adapt service models to support business growth and changes
Qualifications:
- BS/BA required or relevant experience
- Minimum 5 years of technical support experience
- Customer service experience within a contact center
- Strong proactive work ethic and unwavering commitment to high quality work
- Excellent phone manner and interpersonal skills
- Excellent verbal and written communication skills
- Ability to lead through collaboration and influence
- Ability to build and motivate leaders and teams
- Must have strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams
- Previous experience working in a digital software product operations
- Experience in health care preferred
- Minimum 3-5 years of experience with SQL scripting language
- Minimum 4-6 years of experience in technical customer support role
- Experience with ticketing/CRM software (Salesforce, JIRA, ServiceNow)
- Excellent writing and communication skills
- Knowledge of software development lifecycle
- Knowledge of multi-tiered system architecture
- Experience with data integration systems, web, and mobile technologies
Preferred, but not required:
- Relevant experience with Consumer Incentive Programs
- Relevant experience in Health Care, Health Data, or Insurance Industries
- Relevant experience with Human Resource Benefit Management Systems
- Proficiency with software programming languages (ex. Python, Ruby, Shell, Java)
- Technical exposure to web services, APIs (Application Programming Interface) and/or EDI services
Other:
- Limited travel, less than 20%
- Occasional situations requiring after business hours and weekend work
Compensation: $67k-$100k/annual salary & bonus eligible
Salary : $67,000 - $100,000
