B2B Tier 2 Client Technical Product Support - Experian Health - Healthcare software customer support experience required, 100% REMOTE (NOT HYBRID)

Company Description

At Experian Health, our employees have the opportunity to shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

Our mission is to use data driven insights to simplify healthcare for all. Simply put, we want to make the healthcare system work better for us as consumers and for those who work in healthcare. Our ONE Experian Health culture is the centerpiece of making this happen. Our aspiration is to bring people together who are driven by purpose and want to make a difference.  We strive to have a diverse group of people and minds who are:

• OPEN: Have a growth mindset and collaborate often with others to make things happen
• NIMBLE:  Always embracing change and pushing the envelope on innovative ways to solve problems
• EFFECTIVE:  Accountable to themselves and to others

Job Description

We’re seeking an energetic, outgoing, and entrepreneurial professional who isn’t afraid to be on the front lines of a fast paced support department and to partner with the rest of our team to drive remarkable client experiences. Interested candidates must demonstrate a history of learning on the job, creative drive, and expanding responsibilities.

• Provide a professional, remarkable best-in-class customer experience that wows our users and facilitates increased customer loyalty.
  • Build relationships with clients to drive continual success and improvement.
  • This includes always addressing issues quickly, maintaining high levels of communication and being proactive about resolving concerns and adding value to each interaction.
  • Ensure on-time problem resolution and consistently high levels of customer satisfaction.
• Be a proactive team member for using, maintaining, and improving the entire support process.
  • Triage all incoming support tickets (phone, chat, email); resolving tickets on your own when possible, seeking out help to resolve tickets when needed or reassigning tickets to others when necessary.
  • Provide level 1 and 2 support for all external and internal users.
  • Ensure the proper execution of the support process and resolution of tickets within the proscribed guidelines.
  • Strategizing support, product and company process and report improvements and working with team members to implements and automate them. Continuously improve team procedures and materials.
  • Conduct outgoing proactive support calls as needed to provide an improved customer experience
• Own data reporting and analysis.
  • Continually measure and account for service level performance and regularly report key metrics to management. Own the preparation and submission of regular reports to executive management.
  • Identify customer support trends and areas for focus and/or improvement by analyzing available data.
• Quickly gain and then maintain an ongoing and expert knowledge of our solutions, internal systems, and business processes.
  • Work closely with all internal departments to always be up to date with new features and/or procedures
  • Work with management to establish a solid support department, including a plan for growing the team when the time comes.
• Own internal support processes
  • Own the established internal process for all new employees to complete, including online forms and scheduling appropriate trainings
  • Own, build-out, maintain, and improve our internal certification program
  • Become an expert and power user on our data collection and survey tools to provide internal support

Qualifications

• 3 – 6+ years of healthcare software customer support or similar experience.
• Experience building and scaling customer support operations, particularly in a fast-paced tech environment
• Comfortable communicatiing on inbound or outbound calls, or in person. Able to deal professionally and calmly with all customers.
• Strong troubleshooting and problem-solving skills, including a broad technical curiosity and proven technical understanding that translate