Support Analyst, PlushCare

• Put people first, and make decisions with the Member’s best interests in mind
• Are active learners, constantly looking to improve and grow
• Are driven by our mission to measurably improve health and care each day
• Bring the energy needed to transform health and care, and move and adapt rapidly
• Are laser focused on delivering results for Members, and proactively problem solving to get there
• Bachelors Degree or technical certification in Computer Science or related field
• 1-2 years related experience
• Excellent communication and customer service skills
• Experience using and troubleshooting desktop/laptop operating systems and mobile applications
• Experience using Zendesk CRM

Desirable

• The Support Analyst’s mission is to delight end users, whether internal or external, through technology services and support by demonstrating compassion and understanding while driving towards resolution
• You will apply your knowledge of our applications, systems, and infrastructure to help identify the root cause of issues and determine a resolution
• You will enforce a positive experience for those who have identified challenges by communicating clearly and often while demonstrating competence, empathy and a desire to serve
• You will continue to learn as we transform our technology platforms using cloud based platforms and tools
• Respond to requests for assistance through email, telephone, live chats from both internal and external customers
• Troubleshoot issues, provide standard resolutions, and escalate non-standard issues that arise within our portfolio of applications
• Provide triage and escalation to urgent incidents
• Collaborate with development teams to identify root causes and develop resolutions to recurring problems
• Develop improvements to our Service Management tools, including Jira Service Desk, Statuspage and Slack
• Demonstrated the ability to diagnose and resolve issues on our computing platforms
• Established constructive working relationships both within the C3 team as well as with infrastructure and development teams
• Develop an understanding of how our business uses the technology we support to provide functional assistance to users
• Primary point of contact for client level incidents and service requests