Client Support Associate

Summary

Join Cohere Health, a rapidly growing clinical intelligence company, as a Technical Support Specialist. You will be part of a high-caliber software engineering team, building impactful healthcare technology. Your responsibilities include investigating and resolving product bugs, troubleshooting technical issues, collaborating with stakeholders, and ensuring timely resolution of mission-critical problems. You will need strong analytical and problem-solving skills, excellent communication abilities, and a customer-centric approach. The ideal candidate possesses experience in healthcare technology support and familiarity with relevant software and ticketing systems. Cohere Health offers a competitive salary, comprehensive benefits, and a supportive work environment.

Requirements

• 2+ years experience in providing technical support for healthcare technology products or software applications
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues effectively
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical stakeholders
• Customer-centric approach with a passion for delivering exceptional customer service and building long-term relationships
• Ability to thrive in a fast-paced environment, prioritize tasks, and manage multiple support cases simultaneously

Responsibilities

• Promptly and thoroughly investigate product bugs using all available resources, within assigned timeframes
• Diagnose and troubleshoot technical issues reported by clients, looking to gather comprehensive information to share with other stakeholders
• Determine which bugs you are able to resolve and promptly resolve these
• Document findings and follow processes for clear process flows
• Be available on an on-call basis to partner with product and technical teams for rapid resolution of mission-critical bugs, ensuring timely engagement of key stakeholders and providing real-time updates as needed
• Work with stakeholders to understand the impact of bugs to users and the larger business
• Use judgment to assess relative priorities of various issues
• Document and communicate priorities clearly according to protocol
• Provide timely and clear updates to all involved stakeholders
• Partner with stakeholders with empathy to understand their needs
• ���Translate” stakeholders’ needs and asks into actionable directives for technical teams
• Document and communicate clearly about known issues and workarounds
• Trend monitoring and process improvement

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, Healthcare Informatics, or a related field
• Familiarity with ticketing and support systems for incident tracking and reporting (e.g., JIRA, Zendesk)
• Understanding of software development and quality assurance processes
• Certifications in relevant healthcare IT or technical support areas

Benefits

• Health insurance
• 401k
• Bonus