Note: The job is a remote job and is open to candidates in USA. Codoxo provides artificial intelligence-driven solutions and services that help healthcare organizations detect and reduce fraud, waste, abuse, and payment integrity risks. The Software Support Analyst serves as the first point of contact for SaaS product support, troubleshooting client issues, coordinating across teams, communicating root causes, and identifying opportunities to improve the customer experience.
Responsibilities
- Field all technical support calls and emails
- Provide Tier 1 software support for our clients by troubleshooting and collecting all relevant partner details for the reported issue or concern
- Multi-task and track open tickets at various stages of completion
- Work with multiple teams to find, analyze, and resolve client issues
- Communicate the root cause to clients in non-technical terms
- Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction and escalate issues, as needed
- Discuss and present recommendations with the product pods about how to improve customer experience
- Maintain and report on all client's platforms and technical issues
- Organize and report on ZenDesk and Jira tickets to all levels of Codoxo leadership
Skills
- Up to 2-3 years of relevant professional healthcare experience
- Healthcare or healthcare technology / SaaS experience required
- Experience speaking to healthcare providers and healthcare payers
- JIRA, ZenDesk, and Confluence experience required
- Excellent problem solving, analytical, and multi-tasking skills
- Outstanding oral and written communication skills
- Ability to convey technical information to a general audience
- Aptitude for learning new technologies quickly
- Extremely detail-oriented and highly organized
- Ability to prioritize tasks and carry out responsibilities with minimal direction
- BS in Computer Science, Information Systems, or equivalent preferred
Benefits
- Health, Dental, and Vision insurance with 100% employee premium coverage (Starts Day 1)
- Unlimited PTO
- Annual Professional Development stipend
- Annual home office stipend
- 401K Match (after 90 days)
Company Overview