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Software Support Analyst

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!
Job Description
A bit about this role:
The Software Triage Support Specialist role will bridge the connection between our entire internal team and our software engineering staff. This is a new role which was created to evolve our technology team during a growth period. Our internal healthcare software platform is the primary mechanism that all of our employees utilize to support our fast growing membership. This customer support style role also includes managing incident management, user experience reporting, and being able to articulate healthcare workstreams between stakeholders and technical staff.

Responsibilities will include:
  • Inbound support 9am-5pm PST with a 5 minute SLA for first response.
  • Channels include chat and ticketing, which can be either resolved or escalated to workstream teams.
  • Immediate and detailed escalation of incidents. Participate in resolution, live messaging, and post mortem exercises. This will include documenting the timeline from the first report through resolution.
  • Navigating internal engineering logging solutions in order to troubleshoot inbound work.
  • Collaborating with stakeholders on the following teams; Corporate Technology, Engineering, Product Management, and Workstreams.
  • Contribute to weekly rollup of user experience and end user feedback.
Attributes to success:
  • The #1 attribute for this role is empathy first. As we treat our members as if they were our own family, we treat our coworkers with this same respect.
  • Act as a conduit between 2000 employees and our engineering team in a way that can pass information appropriately to the target audience.
  • Strong digital documentation skills for incident response. This includes chronological storytelling, collaborating to fill in gaps, and creating presentable post mortem timelines.
  • Familiarity with technical logging systems and customer support ticketing infrastructure.
  • Speed is your friend. Moving quickly and swiftly to complete tasks is equally important to accuracy.
Desired skills and experience:
  • 2+ years of experience working within a Software as a Service environment.
  • Experience in a customer facing role with both inbound ticket creation and outbound response.
  • Familiarity with multi-channel chat platforms and digital ticketing systems.
  • Past partnerships with technical teams.
  • Previous work within Google Workspace
Salary Range: $70,000 - $80,000 annually
#LI-Remote
Our Total Rewards package includes:
  • Employer sponsored health, dental and vision plan with low or no premium
  • Generous paid time off
  • $100 monthly mobile or internet stipend
  • Stock options for all employees
  • Bonus or commission eligibility for all roles
  • Parental leave program
  • 401K program
  • And more....
  • Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
The salary and/or hourly range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, years of relevant experience, education, credentials, budget and internal equity).
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Devoted Health Glassdoor Company Review
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CEO of Devoted Health
Devoted Health CEO photo
Ed Park
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We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being. “What’ll this be like for our members?” That’...

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DATE POSTED
June 9, 2023

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