Client Support Specialist

3 weeks, 2 days ago
Full-time
Junior
Quality Assurance and Testing
Cohere Health

Cohere Health

Cohere Health transforms healthcare utilization management and prior authorization, aligning physicians and health plans for better patient outcomes and reduced costs.

Insurance
251-1K
Founded 2019
$56M raised

Description

  • Investigate product bugs promptly and thoroughly using available resources within assigned timeframes.
  • Diagnose and troubleshoot technical issues reported by clients and gather complete information for stakeholders.
  • Determine which bugs can be resolved directly and own prompt resolution of those issues.
  • Document findings, known issues, and workaround details clearly and follow established processes.
  • Partner with product and technical teams to resolve mission-critical bugs and provide status updates.
  • Work with stakeholders to assess the impact and priority of bugs on users and the business.
  • Use judgment to prioritize multiple issues and communicate priorities according to protocol.
  • Provide timely, clear, and empathetic communication to internal and external stakeholders.
  • Translate stakeholder needs into actionable requests for technical teams.
  • Monitor bug trends and help improve the bug management process.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, Healthcare Informatics, or a related field preferred.
  • 2+ years of experience providing technical support for healthcare technology products or software applications.
  • Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.
  • Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical stakeholders.
  • Customer-centric mindset with a passion for exceptional service and relationship building.
  • Ability to thrive in a fast-paced environment, prioritize work, and manage multiple support cases simultaneously.
  • Familiarity with ticketing and support systems such as JIRA and Zendesk.
  • Understanding of software development and quality assurance processes is advantageous.
  • Certifications in relevant healthcare IT or technical support areas are a plus.
  • Ability to work remotely with about 5% travel.

Benefits

  • Fully remote opportunity with about 5% travel.
  • Medical, dental, vision, life, and disability insurance, plus an Employee Assistance Program.
  • 401(k) retirement plan with company match.
  • Flexible spending account and health savings account options.
  • Flex Time Off plus company holidays.
  • Up to 14 weeks of paid parental leave.
  • Pet insurance.
  • Salary range of $55,000 to $60,000 annually, plus bonus eligibility.

Interested in this position?

Apply directly on the company website

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