Customer Support Analyst

Join us. Let’s make a direct impact in healthcare.

Being an Iodine employee means becoming part of something bigger - using clinical AI technology to drive smarter healthcare processes and positively impact patient care.

Who we are:

Recognized as one of Austin’s best places to work, we are a collaborative and dedicated team with innovation built into our DNA. Iodine is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations - by automating complex clinical tasks, generating insights and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.

What we’re looking for: 

Iodine thrives by delighting our users. Support is a cornerstone of our offering and enables us to cultivate a happy, productive user base. We are seeking Customer Support Analysts to join our Customer Experience team and help take Iodine to the next level by providing best-in-class service. This is a high visibility role, and your success will depend on building strong long-term relationships with our clients, proactively identifying issues and driving resolution, and fostering communication with users and stakeholders along the way.

What you’ll do:

• Hold a working knowledge of Iodine applications,  and technologies, and client base.

• Manage first level support for incoming customer inquiries and provide basic troubleshooting support in a timely and professional manner.

• Investigate and fix issues reported by our users; communicating progress back to the client and setting clear expectations.

• Maintain detailed records of all internal and external customer interactions.

• Improve current documentation, knowledge base articles, FAQ’s and training materials for the internal support team.

• Follow support processes and procedures and understanding of what resources are available for self-service.

• Escalate complex and high priority issues to Senior support staff and cross-functional teams as necessary to determine resolutions.

• Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication.

• Identify trends to address with the client or internally to improve client experience and workflow.

• Approach every client interaction with a total service mentality, cultivating deep understanding of the client experience and developing proficiency on all client interface tools.

• Identify and advocate for robust solutions to recurring issues that affect our customer base

• Assist in quality assurance, deployment, and preparation for new releases.

• Expand your skill set in technologies to create solutions for customers (Examples – PostgreSQL, Excel, IntelliJ, Iguana, Grafana, Browser Dev Tools, XML).

• Cultivate processes and team culture for scale.

• Other small-scale support related special projects during downtime.

What we’d love to see: 

• Bachelor’s degree

• 1+ years of relevant experience

• High technical aptitude OR existing basic knowledge level with applicable technologies (E.g., PosgreSQL, Excel, IntelliJ, Iguana, Grafana, Browser Dev Tools, XML, etc.)

• Familiarity with healthcare industry and clinical concepts

• Experience using a Support ticketing system such as Salesforce or Zendesk Support

• Ability to communicate concisely and clearly, both written and verbal

• Client focus mindset - provide value beyond expectation and approach work with internal and external clients’ interests top of mind

• Apply logic, research, and data to inform decisions

• Demonstrate empathy and patience for end users; takes a personal stake in our clients’ success

• A problem solver’s mentality: wants to open up the machine to see how it works

• Attention to detail, highly organized, with an absolute focus on quality of work

• Proven track record of managing multiple, competing priorities while consistently exceeding goals

• Team player DNA with a desire to solve for the interests of our clients and of our business

• Positive, self-starter attitude with high level of personal ownership and accountability

• Travel to and from company headquar