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Senior Software Support Analyst
Company | Devoted Health |
Address | , Remote |
Employment type | FULL_TIME |
Salary | $110,000 - $120,000 a year |
Expires | 2023-07-14 |
Posted at | 1 year ago |
At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!
A bit about this role:
The Senior Software Support Analyst role will bridge the connection between our entire internal team and our software engineering staff. This is a new role which was created to evolve our technology team during a growth period. Our internal healthcare software platform is the primary mechanism that all of our employees utilize to support our fast growing membership. This customer support style role also includes managing incident management, user experience reporting, and being able to articulate healthcare workstreams between stakeholders and technical staff.
Responsibilities will include:
- Immediate and detailed escalation of incidents. Participate in resolution, live messaging, and postmortem exercises. This will include documenting the timeline from the first report through resolution.
- Navigating internal engineering logging solutions in order to troubleshoot inbound work
- Develop weekly roll-up detailing user experience, issue drivers, and other feedback to design teams
- Collaborating with stakeholders on the following teams: Corporate IT, Engineering, Product Management, and Workstreams
- Inbound support 8am-5pm EST, with a 5-minute SLA for first response
- Channels include chat and ticketing, which can be either resolved or escalated to workstream teams
Attributes to success:
- Act as a conduit between 2,000 employees and our engineering team in a way that can pass information appropriately to the target audience
- Speed is your friend. Moving quickly and swiftly to complete tasks is equally important to accuracy.
- Create, target, and report team metrics
- Strong digital documentation skills for incident response. This includes chronological storytelling, collaborating to fill in gaps, and creating presentable postmortem timelines.
- The #1 attribute for this role is empathy first. As we treat our members as if they were our own family, we treat our coworkers with this same respect.
- Familiarity with technical logging systems and customer support ticketing infrastructure
Desired skills and experience:
- 5+ years of experience working within a Software as a Service environment
- Incident management training and execution
- Experience in a customer facing role with both inbound ticket creation and outbound response
- Previous work within Google Workspace
- Familiarity with multi-channel chat platforms and digital ticketing systems
- Past partnerships with technical teams
Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. If you lack a specific credential for this position but believe that your strengths and life experiences will propel our mission, we would love to hear from you.
If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you!
Salary Range: $110,000 - $120,000 annually
#LI-BC1
#LI-Remote
#LI-Remote
Our Total Rewards package includes:
- And more....
- Generous paid time off
- Bonus or commission eligibility for all roles
- $100 monthly mobile or internet stipend
- Parental leave program
- 401K program
- Employer sponsored health, dental and vision plan with low or no premium
- Stock options for all employees
- Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
The salary and/or hourly range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, years of relevant experience, education, credentials, budget and internal equity).
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
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