Customer Support Analyst - June 2021 Start

Job Locations US-Remote | US-WI-Wauwatosa
ID
2021-1375
Category
Engineering, Development, & Quality Assurance
Type
Regular Full-Time

Overview

INTRODUCTION

 

First, we invite you to take a pause.  You just took the first step on a potential new career path and that should be celebrated. 

 

Second, it is important to us that you know at Alegeus we are intentional about cultivating a diverse and inclusive culture. We challenge one another to recognize biases, honor our identities and celebrate our differences – these values enrich our workplace and drive our business forward. We recognize that our bold vision of transforming the healthcare industry requires the perspectives, experiences, talents, skills and passions of a diverse population. We believe that if our consumers come from all walks of life, so should we.

Alegeus is dedicated to promoting fairness and equality across all identities and our Inclusive Innovation committee holds us true to our commitment. Apply with confidence that you are joining an organization – a family – that is steadfast in making a difference.

 

Finally, if you are interested in any of the bullet points below – just apply! We don’t expect our applicants to be a cookie-cutter match to the job descriptions we post, and we certainly don’t expect you to know everything. We would much prefer driven individuals who are willing to learn than someone with 100 years of experience, but no passion for what they do. We know potential when we see it. So, take a chance and roll the dice; you might just find yourself landing your dream job.

 

SUMMARY

 

If you are interested in disrupting the healthcare market, and have the passion and competence to do so, this is your organization.  We encourage you to lean in and read on.


Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers.

Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.

 

Alegeus seeks a Customer Support Analyst to join our dedicated, passionate team of professionals.  The Customer Support Analyst will report to Technical Support Lead and be responsible for helping our company succeed by supporting our clients.

 

MISSION

Provide extraordinary customer service to Alegeus’s software clients. Identify proactive opportunities to educate, solve and prevent future technical issues.  

 

Responsibilities

OUTCOMES (the “What”)

  1. Achieve Quality Assurance scores averaging 3 or above.
  2. Maintain a case re-open rate under 10%.
  3. Identify enhancement opportunities to promote efficiency.
  4. Proactively identify incidents and expedite resolution. 

 

The desired candidate should have excellent customer interaction skills with the ability to handle and diffuse challenging customers and situations. The capacity to multi-task and work under dynamic conditions and constraints with minimal supervision, i.e. strong analytical, prioritization, time management, and follow-up skills. The ability to respond to customers in writing and over the phone with a high degree of professionalism and accuracy.

 

VALUES (the “How”)

At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward).  Overall performance success will also take into account individual delivery on our corporate values:

 

  • Care personally. We connect personally to our "why" - are passionate and purposeful
  • Put the end-user first. When we put the end user first, we believe the rest falls into place
  • Consistently challenges the status quo. We believe that the best solutions haven’t been discovered yet
  • Practice the art of inspection. We will turn over every stone to gain deeper insight to guide our actions
  • Solve the real problem. We will constantly orient on the true issue at hand and accurately and fully address

 

RESPONSIBILITIES

  • Respond promptly to customer inquiries via telephone, email or web.
  • Diagnose, troubleshoot, and resolve software application, data transfer, and connectivity issues related to service and product offerings.
  • Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers.
  • Provide limited customer training for purposes of functionality setup.
  • Work closely with other teams to manage technical escalations and product improvements.
  • Document recurring technical issues to support product quality programs.
  • Create documentation around support processes and issues usable by technical and non-technical users.

Qualifications

EDUCATION/EXPERIENCE

  • B.S. degree in a technical discipline or equivalent experience.
  • Experience with end user Technical Support for software applications.
  • Experience with SQL (MS SQL, Oracle, etc.)
  • Experienced in CSV/Fixed file format review.

PERSONAL CHARACTERISTICS, SKILLS & KNOWLEDGE

  • A passion for healthcare, financial services, behavioral economics, consumerism and/or any combination of these disciplines
  • Strong interest in learning new things and comfort in pushing new boundaries

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