Customer Support Analyst – West Coast

Kyruus' 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. At Kyruus, 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 – West Coast role.
Care: You’ll execute on the mission and vision by being highly reactive and solutions-oriented to drive high levels of customer satisfaction.Driven: You’ll drive visibility into Customer Support Team operations for your colleagues in Customer Experience and the company.Respect: You’ll leverage your knowledge, experience and expertise to get things done, get them done well, and celebrate when the customer is satisfied.Accountable: You’ll learn the skills and procedures to support the operation of all of Kyruus’ market facing products.

What you will do in the Customer Support Analyst role at Kyruus:

• You’ll own managing customer support issues, acting as a triage, escalation, and issue owner for Tier 1 customer support requests.
• You’ll help to achieve our scorecard metrics by meeting SLAs and maintaining customer satisfaction.
• You’ll understand how our product solutions work from end-to-end, and support other functions within the organization as a technical resource.
• You’ll become a skilled user of Zendesk, Salesforce.com, Confluence, Jira, Jenkins and other systems, and duties as required.
• You’ll report to the Manager, Customer Support – West Coast. 

How You Can Grow

• Kyruus 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.
• Kyruuvians in the Customer Support Analyst – West Coast role can move in a more linear career path to a Customer Support Specialist – West Coast position.
• Kyruus 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.

What you will bring:

• You’ll use your 1+ years experience in a customer facing support role to: 
• Identify opportunities to increase the productivity of the Support team, including updating documentation and templates for level 1 support tickets.
• Review customer escalations or internal product escalations and act appropriately.
• Guide our customers through using our products and assist them in troubleshooting issues and workflows.
• Help investigate data discrepancies, bugs, report requests, and assistance on general issues with customers.
• Escalate tickets or issues to managers/peers in other departments as appropriate or required.

Equal Opportunity Employer
Kyruus 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 has facilities.