Customer Support Analyst at Kyruus

| Greater Boston Area | Remote
Sorry, this job was removed at 11:09 a.m. (EST) on Wednesday, August 11, 2021
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First and foremost, Kyruuvians care deeply about our vision to enable human beings to care for human beings, our mission, and our CORE values: 

Caring – We care about doing the right thing, in the right way, every time. 
Ownership – We own both our successes and our mistakes, taking responsibility and always learning how to be better.
Respect – We respect and celebrate the individual traits that enable each of us, our customers, our providers, and our patients, to be the best that we can be. 
Empowerment – We embrace a culture that supports everyone’s ability to contribute and lead.

Here’s what that would mean for you in the Customer Support Analyst role. 

Caring

  • You’ll execute on the mission and vision by providing our customers with high quality support, while answering questions the customer may have on Kyruus’ suite of products. In all you do, you’ll care and advocate for yourself, your team, our products and our customers.

Ownership

  • You’ll own managing customer support issues, acting as a triage, escalation, and issue owner for customer support requests.
  • You’ll help to own scorecard metrics around maintaining SLAs and data ingests.
  • You’ll help handle outages and reporting whenever they may occur. 
  • You’ll understand how our Product solutions work from end-to-end, and support other functions within the organization as the solutions expert.
  • You’ll become a skilled user of Zendesk, Confluence, Jira, Jenkins and other systems.
  • You’ll report to the Team Lead, Customer Support in the Customer Support department within the Delivery division.

Respect: How You’ll Use Your Professional Skills

  • You’ll use your 1+ year of experience in a customer service/facing role to:
  • Identify opportunities to increase the productivity of the Support team, including the updating documentation and templates for level 1 support tickets.
  • Review Customer escalations or internal product escalations and act appropriately. 
  • Guide our customers through 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. 

Empowerment: How You’ll Know You’re Succeeding

  • You excel at communicating with our customers, requesting information from them, and closing the loop when work/support request is complete. 
  • You maintain a customer satisfaction rating of 95% or higher. 
  • You’re able to identify tickets that are urgent and require escalation. 

  • Where You’ll Go From Here
  • Kyruuvians in the Customer Support Analyst role can move in a more linear career path into a Customer Support Specialist and then become a Senior Customer Support Specialist. From there, Kyruuvians can become a Team Lead, Customer Support. 
  • Kyruus also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with you manager and HR to explore lateral moves to other parts of the organization as you continue to grow with us. 

About Customer Support at Kyruus

  • In addition to embodying Kyruus CORE values, members of the Customer Support team are expected to uphold the Customer Support team values:
  • Teamwork - building strong relationships both within our team and with our customers, to make decisions based on what will best promote the success of our team and customers.
  • Authenticity - we don’t sugarcoat and we never lie; we are sincere and honest in all communication, regardless of audience.
  • Outstanding - we are a results-driven team who strive to exhibit professionalism and excellence in all that we do.

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. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • FlaskLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • GoodDataAnalytics
    • InVisionDesign
    • SalesforceCRM

Location

18 Tremont Street, Boston, MA 02108

An Insider's view of Kyruus

What's the biggest problem your team is solving?

Our platform ingests, parses and organizes data from health systems' provider and scheduling data, providing customers with a platform to make finding a doctor and booking an appointment as easy as booking a seat on a flight. Scaling our match capabilities with new sources of data, algorithms and presenting it simply are current areas of focus.

Chris

CTO

What are Kyruus Perks + Benefits

Kyruus Benefits Overview

We have free snacks/food/drinks, awesome health/dental/vision benefits, Wellness + Commuter reimbursement, performance bonus, unlimited vacation, and more.

Culture
Volunteer in local community
Resilient Coders, Cradles to Crayons, Greater Boston Food Bank, United Way, Breakthrough Greater Boston, RAINN
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
D+I Group, Women in Product Development, Book Club
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
You betcha! Healthy = Happy. 300$ a quarter to spend on things that make you a better you!
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Share in our success!
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Annual/Quarterly Launch Parties, Trivia/Game/Movie Nights, Ice Cream Socials, Scavenger Hunts just to name a few and, of course, just good ol' fashions drinks and/or food after work.
Game Room
More boardgames than you'll ever be able to play in a lifetime! Videogames too. Favorites - SmashBro's, RocketLeague, Halo 1 (pistols), MarioKart / Diddy Kong, 007, Conquers BFD, any N64 game really.
Stocked Kitchen
Of course. Seltzers (salsa?), candy, snacks, chips, all the things.
Some Meals Provided
Catered lunch on Fridays.
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Customized development tracks
Paid industry certifications
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