Associate, Client Operations

Summary

Join our team as an Associate member of the Client Operations team, delivering white-glove customer service and product support to all VirtualHealth customers.

Requirements

• Bachelor's degree, preferably one in Computer Science, Engineering, or Information Systems
• 2+ years of experience in a customer-facing role
• Excellent problem-solving and critical thinking skills
• Demonstrated experience delivering top-tier results in a fast-paced, complex environment
• Exceptional written and verbal communication skills. You are capable of leading a room and breaking down complex problems into easily-digestible terms on a per-audience basis
• Demonstrated interest in (and passion for) some combination of healthcare technology, customer operations management, product management, or product support
• Aptitude for quickly understanding elaborate systems
• An ownership mentality with a strong bias to action
• You must US based (work visa/sponsorship is not provided for this position)

Responsibilities

• Respond to customer issues and requests as a subject-matter-expert (SME) for all HELIOS functions and workflows
• Ensure 100% SLA compliance for all user-reported incident and defects
• Work cross-functionally with customers, VH engineers, product managers, and business analysts to triage and resolve HELIOS defects, incidents, and bugs
• Collaborate with VirtualHealth development teams to enhance and refine HELIOS products and processes
• Cover hours in the Pacific Standard Time zone (if located elsewhere) and holidays on a rotating schedule among other members of the Client Operations team
• Serve as the objective “voice of the customer” to the broader VH organization
• Measure and report on customer satisfaction via formal and informal measurement methods
• Represent VirtualHealth to audiences from the C-Suite down

Benefits

• Competitive salary
• Unlimited PTO
• Health, dental, and vision insurance
• 401(k) Participation