What are the responsibilities and job description for the Customer Support Manager position at TALON?
Note: This is an in-office role. Please do not apply unless you are interested in working with us during normal business hours in our offices on the Piscataqua River in downtown Portsmouth, NH.
Overview
As a Customer Support Manager, you will have the opportunity to work with cutting-edge technologies and collaborate with a talented team of professionals. The Customer Support Manager is responsible for Tier 1 issues, which are those that require initial troubleshooting and can be resolved without escalation. Additionally, this role involves overseeing and implementing communication and coordination with the engineering team to address issues that need escalation for further analysis and resolution.
About TALON
As the industry pioneer in transparent healthcare pricing, we are experts in leveraging price transparency and consumer-centric principles to produce optimal outcomes. We've built the ultimate suite of software services designed to protect healthcare consumers from overpaying for care. Our innovative tools deliver a market-driven healthcare system, empowering consumers to make smart decisions and control their financial and physical well-being. TALON just ranked #4 on the Boston Globe’s “New England’s 50 fastest-growing companies” and #369 on the Inc. 5000 for 2024, with a 3-year revenue growth of 1,186%.
Join us on our mission to educate, empower, and incentivize the American healthcare consumer to meaningfully reduce costs and create a healthier ecosystem.
Responsibilities
- Provide support for customer-related issues, which includes handling inbound calls and email inquiries to ensure customer needs are identified, addressed, and documented in the appropriate system.
- Aid users in executing system functions and navigating business processes.
- Guide stakeholders on completing tasks correctly.
- Execute case management duties on tactical tasks and activities.
- Provide high-level and in-depth analysis of customer care processes and continuous improvement of those processes to scale as the company grows.
- Ensure How-to and Troubleshooting Guides are kept up to date for both internal and external customers.
- Work with engineering to document externally facing Release Notes.
- Support teammates in a collaborative work environment.
Qualifications
- 3-5 years of experience in Customer Support or Customer Success with a desire to solve problems for software companies or technical products
- Proficient in Jira or related Support/Help Desk solutions, Google, and MS Office tools
- Excellent communication and interpersonal skills; professional and effective oral and written skills
- Ability to work well within all levels of an organization; always maintains a professional demeanor
- Demonstrated ability to adapt and learn continuously, clearly establish expectations, and hold others accountable for achieving results, as well as developing and improving processes
- Exceptional customer service skills, understands and delivers exemplary service both internally and externally at all times
- Baseline technical skills that will allow for understanding of data processing and data integration processes to understand TALON platforms and troubleshoot issues with confidence
- Bachelor's Degree in a related field. Experience in lieu of degree may be considered
- Experience in issue escalation, resolution, and de-escalation techniques
- Ability to effectively multitask and possess excellent attention to detail and accuracy with exceptional follow-up skills
- Proven track record of dependability/reliability with an exemplary attendance record
- Exceptional organizational and time management skills
- Ability to work well independently and as part of a team
- Strong problem-solving, analytical, and communication skills
Preferred Skills
- Healthcare industry experience related to Health Plan operations and benefit designs, claims processing, network pricing agreements between Providers and Plans, and the relationship of Brokers with Plans and Employer Groups
- Familiarity with HR processes related to health benefits
- Presentation and management skills
- Understanding of technologies like SFTP, JSON, and other ETL and programming processes is a plus
Company Benefits
- Incentive Stock Options in a “scale-up” company
- Paid Time Off and Company Holidays
- Medical Insurance including a fully-funded individual or family Health Savings Account
- 401(k)
This is a collaborative position in a very fast-paced company. Please do not apply unless you are interested in working with us during normal business hours in our offices on the Piscataqua River in downtown Portsmouth, NH. Thanks!
