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Customer Support Specialist

Health Gorilla

Health Gorilla

Customer Service
Remote
Posted on Friday, May 24, 2024

Want to revolutionize healthcare?

To create a healthcare system with effective health information exchange, healthcare organizations need more than a series of connections between each other. They need assurance that the data being exchanged is meaningful and to know it will be delivered when and where they need it.

Founded in 2014, Health Gorilla provides access to actionable patient data, supporting a diverse set of clinical use cases and improving outcomes across the country. We work with some of the leading companies in digital health, including Oscar Health, MEDITECH, Virta Health, and many others. Health Gorilla is one of the five original organizations approved as a Qualified Health Information Network (QHIN) and the only QHIN to also be designated as a Qualified Health Information Organization (QHIO).

Health Gorilla is looking for an amazing Customer Support Specialist. You'll be on the frontline interacting directly with customers through email and phone to resolve their issues and ensure they have a fantastic experience anytime they interact with us. You're a seasoned customer support specialist who can handle everything from troubleshooting complex questions to managing escalations. Do you thrive on supporting new products and developing support processes? Then this is for you!

What you will do at Health Gorilla:

  • You'll be responsible for providing tiered customer support via phone, email, and our ticketing system.
  • Triaging tickets and appropriately escalating them through a tiered model; coordinating with multiple departments and management as needed.
  • Maintaining timely customer communications within service level agreements until there is a resolution.
  • Documenting pain points and trends to share with other internal stakeholders.
  • On-call coverage for evenings, weekends, and holidays on a rotating basis.

What you bring to the role:

  • Education: BA or BS degree.
  • 3+ years in a customer support or service role in a B2B or B2C Saas environment.
  • Strong empathy for users and a passion for providing a best-in-class customer experience.
  • Incredible verbal and written communication skills.
  • Ability to self-manage and execute with direction.
  • Ability to work in a fast paced environment and coordinate with other teams
  • Knowledge and experience with G-Suite, Jira, and Support Ticketing Models.
  • Strong organizational and troubleshooting skills with attention to detail.
  • Strong analytical ability, judgment, and problem analysis techniques.
  • Strong interpersonal skills with the ability to work effectively in a cross-functional and collaborative team.
  • Knowledge in healthcare is a plus.

What You Will Love About Us!

  • Health Gorilla takes a market-based approach to pay, and the base salary range for this role is $64,600 - 79,300, based on experience and geography. Please note that ranges may be modified at any time, and there is no guarantee offers will be at the top of a posted range.
  • Discretionary bonus eligibility
  • New hire stock option grant
  • 401(k) plan with discretionary annual matching
  • Medical, dental, and vision insurance
  • Short-, long-term disability, life insurance, and mental health & wellness support
  • Unlimited PTO plus 12 Holidays
  • Paid parental leave (up to 12 weeks)
  • Monthly stipend for phone and internet
  • Stipend for home office equipment (we provide the laptop)
  • Annual learning & development reimbursement

Beware of job scams:
  • We will only contact you from our @healthgorilla.COM email address and communicate via phone or zoom
  • We will never ask you for money or to purchase items such as a laptop to work with us
  • If your resume has your home address listed, we recommend replacing with just a city, state

Our goal is to be a diverse workforce that is representative, at all job levels as we know the more inclusive we are, the better our product will be.

Health Gorilla is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, genetic information, or any protected category prohibited by local, state or federal laws.