Customer Support Analyst

Kyruus was founded by a team of physicians and technologists who saw an opportunity to leverage data to help health systems match patients with providers more precisely and reduce barriers to access. Far too many people have experienced the "Patient Access Paradox": patients are told to wait weeks, if not months, to see a provider despite the fact that as many as 30-40% of appointment slots are actually empty or poorly utilized across the health system.

How do we do this? Solving the patient access paradox begins with accurate, reliable, and updated provider data, which we enable for health systems through our comprehensive provider data management platform, KyruusOne. KyruusOne forms the foundation of the ProviderMatch suite of provider smart search and scheduling solutions for access centers, consumers, and referral networks, powering them with reliable, consistent provider data. The Smart Search capabilities within ProviderMatch enable users to identify, match, and book appointments with the providers best-suited to patients clinical needs, while also accounting for a wide variety of non-clinical criteria. The result? More satisfied patients, more fulfilled providers, and higher-performing health systems.

The Customer Support Analyst is an integral part of the Customer Support team, focused on ensuring the health and success of each client account after they’ve implemented Kyruus products. This individual will work closely with the Account Management, Implementation, and Engineering teams at Kyruus as well as interfacing directly with our clients. This is an exciting opportunity for professionals who are interested in applying their customer service, project management, and technical expertise on a daily basis. You will gain unique exposure to leading healthcare organizations while working closely with our account teams to support our customers’ strategic objectives.

In this role you will:

• Serve as initial point of contact for customer support issues, acting as a triage, escalation, and issue owner for customer support requests
• Provide daily operational oversight for processes that “keep the lights on” for our customers
• Responsible for customer communications and resolving technical challenges
• Exercise product expertise and knowledge to provide users with technical support and best practices
• Responsible for being a strong customer advocate by identifying and reporting enhancement opportunities and bugs to Product Development team
• Replicate, troubleshoot and debug issues across all Kyruus products
• Investigate data related issues by analyzing client data files
• Deliver client-facing status updates during outages and high priority issues

In return you will bring:

• 1+ years of professional experience in a customer support position
• Excellent customer service skills using a CRM/help desk tool
• Outgoing, creative personality with technological savvy
• Tenacious dedication to good organization, thorough documentation, and attention to detail
• Ability to work independently in a fast-paced, interrupt-prone environment
• Stellar written and verbal communication skills​

Not required, but great to have:

• Customer Support experience in a SaaS company or in the Healthcare industry
• Experience analyzing large data sets using MS Excel
• Experience with Zendesk and the Atlassian product suite (JIRA, Confluence, StatusPage)​
• Experience working with RESTful APIs