Product Support Specialist, andros
$55-63k
Healthcare provider network management
Be an early applicant
Healthcare provider network management
101-200 employees
Be an early applicant
$55-63k
101-200 employees
Company mission
Andros' mission is 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
- Problem-Solving: Ability to quickly diagnose and resolve client issues
- Adaptability: Thrive in a fast-paced environment and adjust to changing priorities
- Collaboration: Work well with teammates to escalate and resolve issues efficiently
- Proactive Approach: Identify patterns in client inquiries and suggest improvements
- Empathy: Understand and address client frustrations with patience and care
- Attention to Detail: Ensure accurate documentation and follow-through on tickets
- Time Management: Effectively prioritize tasks to meet SLA timelines
- 2+ years of experience in a support or customer-facing role in a tech or SaaS company
- Familiarity with ticketing systems and SLA management
- Proven ability to resolve customer issues with a balance of technical troubleshooting and empathetic communication
- Strong troubleshooting skills and the ability to resolve technical inquiries efficiently
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users
- Familiarity with collaboration tools like Google Workspace, and Slack
- Proficiency in ticketing and CRM systems (e.g., Salesforce, Jira, Zendesk)
What the job involves
- The mission of the Product Support Specialist is to provide exceptional frontline support for clients by resolving standard and moderately complex issues, ensuring SLA compliance, and empowering clients to use products effectively
- This role will serve as the first point of contact for clients, triaging inquiries and collaborating with other team members to ensure a seamless support experience
- Resolve client inquiries related to product usage, configuration, and troubleshooting within agreed SLA timelines
- Maintain adherence to SLA timelines and escalate risks to Tier 3 when necessary
- Proactively identify opportunities to educate clients on product features to minimize recurring issues and improve satisfaction
- Empower clients by providing tailored guidance, ensuring they can use the product confidently to meet their goals
- Contribute to a measurable increase in client retention rates by delivering excellent support experiences
- Maintain meticulous documentation of all client interactions, resolutions, and escalations in the ticketing system to ensure transparency and continuity
- Regularly contribute to and refine the knowledge base with clear, actionable content, including FAQs, guides, and troubleshooting steps
- Achieve a consistent reduction in first-response and resolution times, enhancing overall team efficiency
- Partner with the Technical Product Support Specialist to resolve escalated and technically complex issues, acting as a bridge between clients and internal teams
- Provide insights on client pain points, feature requests, and recurring issues to improve support strategies and processes
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
Company
Company benefits
- Unlimited PTO
- Enticing Stock Options
- 95% Healthcare Coverage
- 401k Matching
- Remote First Work Environment
- Short & Long Term Disability
- 16 Weeks Parental Leave
- Monthly Fitness Stipend
- $1,500 budget per employee for professional development
- Wellness reimbursement
- Weekly employee check-ins
- Commuter benefits
- Employee recognition programs
- A “bring your whole self to work” culture: we’re people first, so if you need to walk your dog between meetings or run an errand, that’s ok!
Company values
- Take Ownership - Results oriented. Reliable. Teach and learn
- Integrity & Courage - Do what is right. Set goals that may be daunting. Seek different perspectives
- Communication & Humility - Articulate concisely and timely. Feedback with empathy and praise. No room for ego
- Innovation & Impact - Think at scale and reduce complexity. Mindful of company resources. Ideas & actions that make us better
- Passion & Selflessness - Find joy in work and life. Lead by example. Grit & optimism in your work
- Diversity & Inclusion - Respect all people. Cultivate belonging. Seek to counteract bias
Company HQ
Flatiron District, New York, NY
Articles
Leadership
Jeff L Fritz
(CEO, not founder)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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