Customer Support Analyst

2 months ago

Austin, United States Iodine Software Full time

Customer Support Analyst
Join us. Let's make a direct impact in healthcare.
Being an Iodine employee means becoming part of something bigger: using clinical AI technology to drive smarter healthcare processes and positively impact patient care.
Who we are:
Iodine is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations: automating complex clinical tasks, generating insights and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.
What You'll Do:
Iodine thrives by delighting our users. Support is a cornerstone of our offering and enables us to cultivate a happy, productive user base. We are seeking a Customer Support Analyst to join our Client Experience team and help take Iodine to the next level by providing best-in-class service. This is a high visibility role, and your success will depend on building strong long-term relationships with our clients, proactively identifying issues and driving resolution, and fostering communication with users and stakeholders along the way.

  • Hold a working knowledge of Iodine applications, technologies, and client base.
  • Manage first level support for incoming customer inquiries and provide basic troubleshooting support in a timely and professional manner.
  • Investigate and fix issues reported by our users; communicating progress back to the client and setting clear expectations.
  • Maintain detailed records of all internal and external customer interactions.
  • Improve current documentation, knowledge base articles, FAQ's and training materials for the internal support team.
  • Follow support processes and procedures and understanding of what resources are available for self-service.
  • Escalate complex and high priority issues to Senior support staff and cross-functional teams as necessary to determine resolutions.
  • Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication.
  • Identify trends to address with the client or internally to improve client experience and workflow.
  • Approach every client interaction with total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools.
  • Identify and advocate for robust solutions to recurring issues that affect our customer base
  • Assist in quality assurance, deployment, and preparation for new releases.
  • Expand your skillset in technologies to create solutions for customers (Examples - PostgreSQL, Excel, IntelliJ, Iguana, Kibana, Browser Dev Tools, XML).
  • Cultivate processes and team culture for scale.
  • Other small-scale support related special projects during downtime.


Minimum Qualifications

  • Bachelor's degree
  • High technical aptitude OR existing skillset with applicable technologies ( Examples - PostgreSQL, Excel, IntelliJ, Iguana, Kibana, Browser Dev Tools, XML)
  • Familiarity with healthcare industry and clinical concepts
  • Experience using a Support ticketing system such as Salesforce or Zendesk Support
  • Ability to communicate concisely and clearly, both written and verbal
  • Client focus mindset - provide value beyond expectation and approach work with internal and external clients' interests top of mind
  • Apply logic, research, and data to inform decisions
  • Demonstrate empathy and patience for end users; takes a personal stake in our clients' success
  • A problem solver's mentality: wants to open up the machine to see how it works
  • Attention to detail, highly organized, with an absolute focus on quality of work
  • Proven track record of managing multiple, competing priorities while consistently exceeding goals
  • Team player DNA with a desire to solve for the interests of our clients and of our business
  • Positive, self-starter attitude with high level of personal ownership and accountability


Please note this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

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