Intermediate Customer Support Analyst (Remote - Eastern Time Zone)

Description

• Thrive Health offers a digital care coordination platform that allows you to easily and rapidly create and unify care journeys for patients, their families, and healthcare providers to improve clinical outcomes. 
• The platform is designed to connect journeys, people, and data across the whole continuum of health.
• Thrive Health enables a patient's health story to follow them as they navigate care through the health system. The platform centralizes the information for the patient and also provides valuable health insights.

What does this technology look like? Here’s a sneak peak:

 A first-of-its-kind interactive patient engagement tool for breast cancer survivors

• A surgical optimization care journey that enhances patients’ experiences as they prepare for surgery
• A mental health and wellness journey that guides patients in self-care
• A clinical waitlist intervention tool that helps chronic pain patients get appointments with providers sooner

When you become a Thriver, you are joining a passionate team of people who are committed to creating a more equitable, accessible healthcare system. Each day, we live by our five core values - be bold, be innovative, be transparent, be inclusive, be humble - and take incremental steps to achieve this mission. We’re looking for our next great Thriver, and the unique perspective you bring to make us a stronger, more diverse organization. 

The Opportunity

Hi, I’m Stefania; Manager, Project Coordination & Customer Support at Thrive Health. We’re looking for an Intermediate Customer Support Analyst to join our team! The Intermediate Customer Support Analyst plays a pivotal role in delivering high-quality technical services to customers, partners, and users. This role involves understanding diverse client needs and feedback, optimizing processes, and collaborating on cross-functional projects to enhance the overall customer experience. Essential tasks include technical issue resolution, quality assurance, user experience refinement, data-driven analysis, content creation, and contributing to customer support initiatives.

• Understand the diverse needs of our clients across different profiles and technical skill levels and troubleshoot issues with precision and efficiency;
• Triage, investigate, and respond to front-line customer inquiries and internally reported issues and bugs with a meticulous approach;
• Collaborate with development teams to ensure timely resolution and effective communication of issue resolutions to customers;
• Create comprehensive documentation for common problems and solutions;

• Engage in projects to deliver and continuously improve exceptional customer experiences by collaborating with cross-functional teams to optimize processes, systems, and resources;
• Contribute to workflow optimization, operational efficiency, satisfaction measurement and reporting;

• Analyze customer feedback and refine the user experience of our software;
• Act as a proactive voice for customers, highlighting areas of improvement;
• Play a crucial role in ensuring the quality of our platform and other products before they go live;
• Collaborate closely with developers on regression testing to identify and address potential technical issues proactively;

• Embrace an analyst role by focusing on data analysis to uncover insights for process optimization and customer satisfaction;
• Implement measurement strategies to track the effectiveness of customer experience policies and procedures;

• Develop and maintain content for both internal and external audiences, including the Support Center and Bot, flows for our clients and Thrive's Product Wiki;
• Ensure that documentation is up-to-date, accurate, and accessible to enhance customer self-service capabilities;
• Create comprehensive onboarding documentation and facilitate Thrive Office Hours to provide ongoing support and guidance;

• Follow and contribute to established Customer Support standard operating procedures and processes;
• Continuously contribute ideas and implement initiatives to address pain points and enhance customer retention and satisfaction;

• 3-5 years of experience in a customer service, technical support, or customer experience role;
• Effective documentation and communication skills;
• Demonstrated analytical skills with a focus on data-driven decision-making;
• Ability to learn and use a variety of technical software tools;
• Highly motivated, organized self-starter with excellent time management;
• Detail-oriented, highly responsive, empathetic and active listening; 
• Proven robust problem-solving and troubleshooting capabilities;
• Ability to adapt to a fast-paced and dynamic work environment;
• Excellent collaboration skills;
• Flexibility and willingness to adapt is a must;

• Flexible working hours - outside of core hours, you have the freedom to set your schedule
• Extended health & wellness benefits - comprehensive health and dental coverage, and $1000 / year towards your well-being
• Celebrations, on your terms - re-allocate our company-wide break at the end of December to cultural holidays that matter to you 
• Learn, grow, and invest in your future - $1000 / year towards your continuing education,  RRSP matching, and eligibility to participate in our stock options program 
• Community involvement - Paid volunteer days and charitable donation matching
• Creating your dream workspace - $500 / year to equip your home office with everything you need