Technical Support Analyst, Biofourmis
ML-driven predictive analytics platform for healthcare
Open for applications
ML-driven predictive analytics platform for healthcare
501-1000 employees
Open for applications
501-1000 employees
Company mission
To harness the power of technology and data to shape innovations that bring the right care to every person, no matter where they are.
Role
Who you are
- 2-5 years of experience in a technical support or analyst role interfacing with internal or external customers
- Bachelor's degree or equivalent degree in a relevant field, or equivalent experience
- Customer-first mindset with empathy, patience, and dedication to delivering outstanding service experiences
- Excellent troubleshooting and problem-solving skills across different platforms and devices, with the ability to diagnose issues methodically and think creatively about solutions
- Strong communication and organizational skills, with the ability to explain technical concepts clearly to non-technical users
- Ability to work well with people and within cross-functional teams, maintaining professionalism under pressure
- High attention to detail and commitment to maintaining accurate documentation and following established processes
What the job involves
- The Technical Support Analyst serves as the first line of support for our customers, partners, and care teams, ensuring they have seamless experiences with platform
- You will provide excellent customer service, problem diagnosis, and creative resolution for CopilotIQ+Biofourmis products and supporting technologies
- This role is critical to maintaining the trust and satisfaction of those who rely on our platform to deliver care
- In this position, you will be the voice of support for our users, handling inquiries via phone, email, and other channels with professionalism and empathy
- You will troubleshoot issues, guide users through our applications, and maintain detailed documentation to support continuous improvement
- Over time, you will become a trusted resource for both customers and internal teams, known for your ability to resolve issues quickly while maintaining exceptional service standards
- Provide exceptional customer service in person, via phone, and email as appropriate, ensuring all users feel supported and valued
- Resolve help desk issues including troubleshooting hardware and software issues with urgency and accuracy
- Assist users with application navigation, helping them understand and effectively use platform features
- Perform user administration duties, including setting up accounts for new customers and managing user access
- Provide prompt and accurate feedback to customers, keeping them informed throughout the resolution process
- Maintain detailed documentation of issues, resolutions, and customer interactions to support knowledge sharing and process improvements
- Collaborate with Product, Engineering, and Operations teams to escalate complex issues and communicate customer feedback
- Contribute to ongoing process improvement efforts by identifying trends in support issues and recommending solutions
Our take
Data provides the means for analysts to predict all manner of life events, including using health data to predict patient deterioration. However, aggregating and analyzing data is such a time-consuming process that it is almost impossible to get a holistic view of a patient's health and predict the best courses of action.
Biofourmis provides an ML-driven healthcare predictive analytics platform, aggregating patient data and using ML to analyze the data, streamline connections between patients and care teams, and ultimately predict health outcomes. The platform integrates directly with existing software for care providers, pharmacies, patients, and healthcare payers, helping to reduce healthcare costs by increasing data transparency, optimizing care plans, and reducing re-admission rates.
Whilst the company faces competition from other ML-driven healthcare data analysis platforms, Biofourmis stands out by providing its services to all parties, not just healthcare providers - an approach which provides the benefits of AI-assisted healthcare whilst reducing existing communication friction. Having surpassed unicorn status in 2022, the company has been focussed on expanding operations, including by scaling its virtual care offerings and securing further high-value partnerships.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Aug 2022
$20m
SERIES D
Apr 2022
$300m
SERIES D
Total funding: $463.6m
Company HQ
Downtown Crossing, Boston, MA
Leadership
Kuldeep Singh Rajput
(CEO)Board Member and Advisor at Neuroglee Therapeutics. Experience as a Researcher for MIT Media Lab, and was a Research Scholar for the Singapore Institute for Neurotechnology (SINAPSE) and the National University of Singapore from 2014 to 2016.
Mark Niu
(Chief of InfoSec & Privacy Officer)Graduated with a PhD in Chemical Engineer from the National University of Singapore in 2016. Co-founded Biofourmis in 2016 as CPO, but has since changed roles.
Maulik Majmudar, M.D.
(Chief Medical Officer)Research Fellow in Cardiovascular Medicine and Associate Director of the Healthcare Transformation Lab for Massachusetts General Hospital from 2011 to 2018. Medical Advisor for Amazon from 2018 to 2021, and for HILABSINC since 2016.
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