Product Support Specialist, Andros
Credentialing
$57-63k
Provider network management & medical credentialing services
Be an early applicant
Provider network management & medical credentialing services
101-200 employees
Be an early applicant
$57-63k
101-200 employees
Company mission
To transform a deeply underserved part of the healthcare market - provider networks - with technology that helps create access to quality health care.
Role
Who you are
- 2+ years in technical support, preferably in a SaaS or tech environment
- Familiarity with APIs (a bonus), integrations, or debugging tools
- Experience working with Engineering teams to resolve technical issues
- Strong written and verbal communication skills to articulate technical concepts
- Proficiency in ticketing and CRM systems (e.g., Salesforce, Jira, Zendesk)
- Familiarity with collaboration tools like Google Workspace, Slack, and Asana
- Bonus: Familiarity with Markdown and version control systems like GitHub for documentation management
What the job involves
- The mission of the Product Support Specialist III is to manage escalated technical issues requiring advanced troubleshooting and collaboration with Engineering
- This role will ensure timely resolution of complex client problems, provide enablement to internal teams, and help refine processes to improve client experience and product stability
- Solve client issues relative to the use of Andros products and solutions within our agreed upon SLA response times
- Investigate and resolve escalated technical issues requiring in-depth analysis
- Partner with Engineering and Operation teams to address bugs, integrations, and advanced product challenges
- Act as a primary point of contact for tier 2 escalations and owning the issues lifecycle from escalation to resolution
- Conduct technical enablement sessions for clients and internal teams to ensure best practices are followed for product usage
- Continuously update the knowledge base documentation in our internal LMS/ FAQs with resolutions for technical issues and recurring challenges
- Translate complex technical concepts into clear, user-friendly documentation for clients and non-technical audiences
- Identify new processes and workflows based on identified trends to improve operational efficiency and client outcomes
- Provide feedback to the Product team on trends and technical issues to reduce recurrence
- Develop and refine escalation workflows to optimize response times and resolution quality for complex client issues
- Support incident response efforts by addressing technical aspects and documenting resolution steps
- Partner with cross-functional teams to continuously refine technical workflows, ensuring alignment with client needs and organizational goals
- Analytical Thinking: Break down complex technical problems into actionable steps
- Adaptability: Thrive in a fast-paced environment and adjust to changing priorities
- Resourcefulness: Independently research solutions to technical problems when necessary
- Problem Ownership: Take full accountability for resolving escalated issues
- Empathy: Understand and address client frustrations with patience and care
- Attention to Detail: Ensure accurate documentation and follow-through on tickets
- Cross-Team Communication: Clearly convey technical details to non-technical stakeholders
Our take
Andros, created when CredSimple acquired Glenridge in 2020, serves as a two-pronged healthcare tech service. On the one hand, it helps providers get credentialed and paid faster by payers, and on the other it helps these payers more rapidly and easily expand their healthcare provider network.
It does this through a data-rich platform that connects all players in the healthcare provider network ecosystem, pooling and analyzing network information and expediting typically drawn-out and laborious admin processes. All in all, Andros promises a much-needed digital overhaul for the US healthcare industry, where administrative costs alone reportedly account for up to 30% of overall costs.
By facilitating data-sharing and growth between networks, Andros’ solution can hopefully help trim down some of the excessive costs associated with a fragmented payer market. The company is making strong headway in an industry that's increasingly looking for data- and AI-driven solutions, as healthcare becomes less and less reluctant to digitally transform.
Steph
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Company HQ
Flatiron District, New York, NY
Leadership
Jeff Fritz
(CEO)Chairman at Reemo Health, and Mentor to Software CEOs at the Minnesota Emerging Software Advisory. Former CEO and Board Director at Revel Health.
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