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Software Support Analyst- DevotedHealth

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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!

Job Description

A bit about this role: 

The Software Triage Support Specialist 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:

  • Inbound support 9am-5pm PST with a 5 minute SLA for first response.

  • Channels include chat and ticketing, which can be either resolved or escalated to workstream teams. 

  • Immediate and detailed escalation of incidents. Participate in resolution, live messaging, and post mortem exercises. This will include documenting the timeline from the first report through resolution. 

  • Navigating internal engineering logging solutions in order to troubleshoot inbound work.

  • Collaborating with stakeholders on the following teams; Corporate Technology, Engineering, Product Management, and Workstreams. 

  • Contribute to weekly rollup of user experience and end user feedback.

Attributes to success:

  • 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.

  • Act as a conduit between 2000 employees and our engineering team in a way that can pass information appropriately to the target audience. 

  • Strong digital documentation skills for incident response. This includes chronological storytelling, collaborating to fill in gaps, and creating presentable post mortem timelines.

  • Familiarity with technical logging systems and customer support ticketing infrastructure. 

  • Speed is your friend. Moving quickly and swiftly to complete tasks is equally important to accuracy. 

Desired skills and experience:

  • 2+ years of experience working within a Software as a Service environment.

  • Experience in a customer facing role with both inbound ticket creation and outbound response. 

  • Familiarity with multi-channel chat platforms and digital ticketing systems.

  • Past partnerships with technical teams.

  • Previous work within Google Workspace

Salary Range: $70,000 – $80,000 annually

#LI-Remote

Our Total Rewards package includes:

  • Employer sponsored health, dental and vision plan with low or no premium

  • Generous paid time off

  • $100 monthly mobile or internet stipend

  • Stock options for all employees

  • Bonus or commission eligibility for all roles

  • Parental leave program

  • 401K program

  • And more….