Product Support Analyst

Overview

Strong technical background with excellent analytical skills and serves as a main point of contact for Tier I and Tier II Support by researching, diagnosing, and resolving technical hardware and software issues within a timely manner to drive effective solutions to customer issues.

Maintains knowledge base of current system capabilities, integrations, and troubleshooting techniques by initiating research through available resources.

Be the voice-of-the-customer across Kipu, leveraging your insight and knowledge of the customer experience to bring positive change. This looks like respectfully and directly voicing yours and customer’s ideas in team meetings, brainstorms, cross-departmental planning and utilizing internal feedback loops to make customer experience improvements known to the organization.

Qualifications

• Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others.
• High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience.
• Advanced Product knowledge with a minimum of 6 to 9 months of experience as a Kipu Client Support Specialist Level II.
• Minimum of one additional product certification such as eRx, MAT specialized support, PingMD, or advanced Kipu Patient Portal support and general support knowledge of all additional products.

Performance Goals

• Meet performance goals established for the position by optimizing customer satisfaction, phone, and ticket metrics.
• Perform acceptance testing of new system capabilities before release to identify defects & recommend enhancements to the user experience.

Training and Mentoring

• Trains and mentors up new Support staff to ensure new team members develop a deep understanding of our product and customers as well as following internal procedures and adhere to HIPAA compliance policies.

Ticket Management

• Manage workload of support tickets to accurately document and obtain relevant information from Tier I Support and/or customers to assist in the escalation/resolution of software issues and product request.
• Triage, reproduce, document, and manage escalations using our ticket-management system(s) while working closely with internal and external users to drive clear, accurate, and timely communication regarding each escalation.

Pay

• Highly competitive salary based on your local market’s compensation data.
• Flexible vacation time (Unlimited PTO).
• Medical, Dental, Vision, Life Insurance, and Flexible Spending Account.
• Parental leave.
• Pet Insurance.
• 401(K) with insurance matching