At Kyruus Health, our mission is to connect people to the right care, in pursuit of our vision: a better healthcare system- one that's transparent and accessible- where everyone gets the care they need. Our values are at the heart of everything we do:
We care deeply – We do the right thing even if it’s the harder thing.
We are fiercely driven – We harness our curiosity to pursue continuous improvement and create simple solutions to complex problems.
We lead with respect – We celebrate the individual traits that make each of us unique and seek out diverse voices to listen and learn.
We are accountable – We do what we promise for each other and our customers.
Here’s what that would mean for you in the Customer Support Analyst role.
Care: You’ll execute on the mission and vision by providing our customers with high quality support, being highly reactive and solutions oriented to drive high levels of customer satisfaction.
Driven: You’ll drive visibility into Support Team operations for your colleagues in Delivery and the company.
Respect: You’ll leverage your knowledge and experience to get things done, get them done well, and celebrate our wins.
Accountable: You’ll be an important part of a team responsible for the support and the operations of all Kyruus’ market facing products.
\n- You’ll be responsible for resolving assigned daily support tickets, including but not limited to:
- User account creation, maintenance, and password resets
- Create/Update/Delete Organizations, practice groups and user roles
- Create/Update/Delete fields and field data
- Generate reports and train customers to locate data
- Data troubleshooting, data ingestions, and file uploads – simple to complex
- Kyruus Health product specific configuration and troubleshooting
- Basic API troubleshooting
- Search alert and approval Workflow configuration/updates
- Follow up and make scheduled callbacks to customers when necessary
- Create and maintain support documentation for common troubleshooting
- Perform technical support remotely utilizing screen sharing or remote control tools available to troubleshoot issues.
- You’ll manage the daily data ingestion process:
- 33% of the active customer’s data will be ingested by you
- Any issues with the ingestion process will be documented and resolved by you
- You’ll report to the Manager, Customer Support in the Customer Support Department within the Delivery & Operations Division.
- Kyruus Health will bring you through an onboarding process that is both structured and self-guided, designed to enable connection and productivity as you learn more about our company, functions and products. Additionally, we have a culture of feedback, inclusive of our performance review process that provides you with the coaching, resources, and opportunities to help you learn and grow with us.
- Kyruunauts in the Customer Support Analyst role can move in a more linear career path to a Senior Customer Support Analyst position.
- Kyruus Health also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and HR to explore lateral moves to other parts of the organization as you continue to grow with us.
- You’ll have 1+ year of experience in a customer service/facing role, along with:
- Proven track record of managing multiple, competing priorities while consistently exceeding SLAs
- Zendesk or ticketing systems and HUB configurations experience is a plus
- Ability to communicate concisely and clearly, both written and verbal
- Customer focus mindset - provide value beyond expectation and approach work with internal and external customer’s interests top of mind
- Apply logic, research, and data to inform decisions
- Exposure to system integration troubleshooting and configuration
- Positive, self-starter attitude with high level of personal ownership and accountability
Equal Opportunity Employer
Kyruus Health is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, or veterans/national guard/military reserve status. This shall be done in compliance with all applicable federal, state, and local laws in every location in which Kyruus Health has facilities.
