Customer Support Engineer - RWD

HealthVerity

HealthVerity

Customer Service
Philadelphia, PA, USA
Posted on Thursday, May 9, 2024
How you will help
As a Customer Support Engineer, you will assist our customers with technical issues, inquiries, and concerns related to all of HealthVerity’s products or services with a primary focus on RWD. You will play a critical role in ensuring customer satisfaction by providing timely and effective resolutions to problems. Customer support engineers possess a deep understanding of the product or service they support, enabling them to troubleshoot issues, offer guidance on usage, and provide solutions tailored to the customer's needs. You will interpret customer issues and own triage through creative problem solving to initiate tier one support and enhance the customer experience through timely remediation. You will serve a vital role in maintaining strong customer relationships and fostering loyalty to the brand or company they represent.
What you will do
Serve as the first line of support and point of contact for HealthVerity’s customers.Own customer-specific production projects.
Work cross-functionally with the DI&A, Delivery, and Data Operations groups to interpret our client deliverables.
Develop a deep understanding of HealthVerity’s healthcare data assets.
Triage common RWD questions through contract review, validation of delivery specifications, internal data investigation, and external query logic assessment.
Remediate and/or initiate remediation procedures for customer issues.
Create a knowledge repository of data issues inclusive of use cases, triage steps, and resolution scenarios.
Develop client-facing documentation for common data questions and answers.
How success is defined
Mean time to response
Mean time to resolution for customer requests
First time right resolution rateCustomer engagement/retention scores
Cross-functional team engagement and escalation clarity
Required skills and experience
4+ years’ experience in the data industry, preferably in a big data environments
Proficient in programming against large data assets with a working knowledge of SQL
Ability to gather requirements, test strategies, design deliverables
Proven analytical, evaluative, and problem-solving abilities
Extensive experience working in a team-oriented, collaborative environment
Desired skills and experience
BS degree in math, statistics, or a healthcare related field Knowledgeable in Python.
Base salary for the role is commensurate with experience and can range between $75,000 - 115,000 + annual bonus opportunity.
Hiring Locations
Our strong preference is to hire team members in the Philadelphia area whenever possible. Expansion beyond Philadelphia will occur when necessary with travel to our Philadelphia headquarters as required. Remote work is supported from our key hub locations listed below as well as approved states in the Eastern Time Zone.
Boston, Massachusetts
New York City, New York
Baltimore, Maryland
Washington D.C
Charlotte, North Carolina
Raleigh-Durham, North Carolina
Atlanta, Georgia
Approved States in the Eastern Time Zone: CT, DE, FL, GA, IN, MA, MD, MI NC, NJ, NY, OH, PA, RI, TN, and VA.
About HealthVerity
HealthVerity synchronizes transformational technologies with the nation’s largest healthcare and consumer data ecosystem to power previously unattainable outcomes and fundamentally advance the science. We offer a comprehensive, yet flexible approach, based on the foundational elements of Identity, Privacy, Governance and Exchange (IPGE), that synchronizes unparalleled Identity management with built-in Privacy compliance and Governance, providing the ability to discover and Exchange a near limitless combination of data at a record pace. Together with our partners in life sciences, government and insurance, we are Synchronizing the Science. To learn more about HealthVerity, visit healthverity.com.
Why you'll love working here
We are making a difference – Our technology is at the forefront of some of the biggest healthcare challenges in the world.
We are one team – Our people define our culture and always will. We take time out to celebrate each other at the end of every week through company-wide shout outs, and acknowledge the value that each of us adds towards our greater mission. Come share all you have to offer.
We are learners – Every team member is continually learning, no matter if we've been in a role for one year or much longer. We are committed to learning and implementing what is best for our clients, partners, and each other.
Benefits & Perks
• Compensation: competitive base salary & annual bonus opportunity (for non-commissioned roles)
• Benefits: comprehensive benefits with coverage on Day 1, medical, dental, vision, 401k, stock options
• Flexible location: our HQ is in Philadelphia. We offer both hybrid roles and those with quarterly travel.
• Generous PTO: Take time off as needed, targeted at 4 weeks per year, including vacation, personal and sick time, plus paid maternity and paternity leave.
• Comprehensive and individualized onboarding: mentorship program, departmental talks, and a library of resources are available beginning day 1 for each new team member to minimize the stress of starting a new job
• Professional development: biweekly 1:1s, hands-on leadership that is goal-and growth-oriented for each team member, and an annual budget to support professional development pursuits
HealthVerity is an equal opportunity employer devoted to inclusion in the workplace. We believe incorporating different ideas, perspectives and backgrounds make us stronger and encourages an environment where ageism, racism, sexism, ableism, homophobia, transphobia or any other form of discrimination are not tolerated. All qualified job applicants will be given consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. At HealthVerity, we’re working towards an innovative and connected future for healthcare data and believe the future is better together. We can only do that if everyone has a seat at the table. Read our Equity Inclusion and Diversity Statement.
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to careers@healthverity.com
Remote opportunities are not available in all areas and require team members to work from a fixed location due to tax and labor law implications - specific questions about remote positions can be discussed during the interview process with your recruiter.