Associate Support Analyst

hace 4 semanas

Merida, México Verato Inc. A tiempo completo

This position will be based out of our **Merida, Mexico office**.

**About Verato**

Verato, the identity experts for healthcare, is a high growth healthcare technology company that enables better care everywhere by providing the single source of truth for identity to organizations across the care continuum. Over 70 of the most respected brands in healthcare rely on Verato’s next generation cloud identity resolution platform for a complete and trusted 360-degree view of their patients, provider networks, and customers in their communities. With significant market momentum building towards digital health transformation, Verato is experiencing hyper customer and revenue growth, doubling in last 15 months alone and growing over 50% annually over the last 3 years. More importantly, Verato celebrates 99% customer retention, exemplifying the fact that customer obsession is at the center of our growth story.

Core to Verato’s strategy for continued growth is our drive to build a strong people-first culture that attracts, develops and retains the best skills and talent in the world. Verato operates on the simple notion that a company must first and foremost take care of its employees. In turn, these employees will take care of the company’s customers, and these customers will take care of the company’s shareholders. Verato believes in empowering teams with the best tools and development available. Staff receive opportunities to expand their knowledge in areas of technology (e.g. big data, distributed/cloud computing, complex algorithms), healthcare and organizational development. As Verato continues a trajectory of high-growth and high impact, each member of the team gets an influential front-row seat as we execute our business strategy. Together, we can make a profound and positive change in healthcare as we know it today.

**Our Guiding Principles**

We are focused on continually raising the bar on excellence across the organization, from marketing to engineering to customer service. Our guiding principles are founded on integrity, teamwork, commitment, agility, privacy, and security.

**About the Position**

As a member of the Verato Customer Experience team, you will be a part of a dynamic environment where hustle and the desire to make things happen are an absolute must. Verato offers a solution that is the foundation for the changes that are happening in healthcare.

**Essential Functions and Responsibilities**
- Receive and respond to customer support tickets and phone calls quickly and efficiently
- Quickly identify level of severity and triage customer requests accordingly
- Participate in performing data analysis on client data to draw meaningful and actionable insights for customers' next best actions
- Work with the CX teams to diagnose customer issues and execute prescribed resolution
- Share customer feedback and functionality requests with the Product Management team
- Recognize and share with the Sales teams team any leads to facilitate upsell of Verato products when a customer’s needs that go beyond implementation use cases of the installed product
- Contribute to a knowledge base materials like FAQ and support documentation
- Build strong relationships with customers, ensuring trust and 100% satisfaction
- Review and test new product functionality cases for a variety of identity management domains like MDM, MPI, Data Stewardship, Provider
- Identify opportunities to improve the customer support experience, embracing a company culture of continuous optimization and enhancements
- Assess support statistics and support leaders to prepare detailed reports on the finding
- For high severity customer incidents, troubleshoot and contribute to team on-call rotations.

**Experience**

Required:

- Degree in Analytics, Development, Computer Science or similar background
- Bilingual in English, Verbal and Written (Moderate to High)
- Excellent verbal and written communication skills, a passion for customer service, strong technical aptitude, resourcefulness, and flexibility
- Must be customer support oriented and successful in building a strong team that is collaborative
- Advanced judgment, negotiation, and problem-solving skills
- Superior interpersonal skills and high sense of urgency
- Outstanding follow through and organizational ability
- Experience in navigating cloud, APIs, scripting - including REST/SOAP API Services, BI technologies, AWS Cloud watch, Postgres, Data Wrangling/Preparation Tools, Reporting/Business Intelligence Tools

Preferred:

- Moderate understanding of company and program policies, SLAs, and product knowledge
- Moderate analytics and reporting skills is a plus (KPIs, dashboards, etc.)
- Experience in leading or managing projects to improve systems and internal processes
- Experience with the healthcare industry, payer, and state and local government markets, Master Patient Index (MPI), Master Provider Index, Master Data Management (MDM)

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