Client Support Associate

Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using leading edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health insurance plans covering over 15 million people, while our revenues and company size have quadrupled.  That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work, Top 5 LinkedIn™ Startup, TripleTree iAward, multiple KLAS Research Points of Light, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

Opportunity Overview:

We are looking for a Client Support Specialist to investigate, triage, and resolve product bugs promptly and thoroughly, using all available resources within assigned timeframes. The ideal candidate will diagnose and troubleshoot technical issues reported by clients, document findings, and collaborate with product and technical teams for the rapid resolution of critical bugs. They will prioritize issues based on their impact, provide clear updates to stakeholders, and monitor bug trends to proactively improve our bug management process. 

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Bug Investigation, triage and resolution: 
• Promptly and thoroughly investigate product bugs using all available resources, within assigned timeframes   
• Diagnose and troubleshoot technical issues reported by clients, looking to gather comprehensive information to share with other stakeholders 
• Determine which bugs you are able to resolve and promptly resolve these
• Document findings and follow processes for clear process flows 
• Partner with product and technical teams for rapid resolution of “mission critical” bugs, corralling key stakeholders and providing timely updates as needed  
• Prioritization: 
• Work with stakeholders to understand the impact of bugs to users and the larger business
• Use judgment to assess relative priorities of various issues
• Document and communicate priorities clearly according to protocol 
• Communication and cross-functional collaboration: 
• Provide timely and clear updates to all involved stakeholders 
• Partner with stakeholders with empathy to understand their needs 
• “Translate” stakeholders’ needs and asks into actionable directives for technical teams 
• Document and communicate clearly about known issues and workarounds 
• Trend monitoring and process improvement: 
• Monitor bugs for trends and larger improvement opportunities 
• Proactively partner to improve our bug management process 

Your background & requirements:

• Bachelor's degree in Computer Science, Information Technology, Healthcare Informatics, or a related field (preferred)
• Proven experience in providing technical support for healthcare technology products or software applications.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues effectively.
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical stakeholders.
• Customer-centric approach with a passion for delivering exceptional customer service and building long-term relationships.
• Ability to thrive in a fast-paced environment, prioritize tasks, and manage multiple support cases simultaneously.
• Familiarity with ticketing and support systems for incident tracking and reporting (e.g., JIRA, Zendesk).
• Understanding of software development and quality assurance processes is advantageous.
• Certifications in relevant healthcare IT or technical support areas will be considered a plus.
• Familiarity with ticketing and support systems for incident tracking and reporting (e.g., JIRA, Zendesk).
• Understanding of software development and quality assurance processes is advantageous.
• Certifications in relevant healthcare IT or technical support areas will be considered a plus.

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement: 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

The salary range for this position is 55,000 to 70,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.

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