Product Support Analyst

Have you noticed that when you go to the doctor, often no one there can tell you what it will cost? If you think that's as problematic as we do, join us in our mission to fix it.

Position Overview :

The Product Support Analyst will report to the Product team and will interface closely with the Customer Success team. You will work as a part of a team that covers all aspects of product support for our healthcare customers. This includes triage, research, and resolution of product support-related issues based on customer feedback .

Key Responsibilities:

• Understand and translate customer feedback into actionable support tickets
• Analyze customer data to support product requirements and identify potential system or workflow issues proactively; support the Customer Success function by driving deeper insight into trends and opportunities presented by the MD Clarity product
• Contribute to product support and enhance existing support workflows, including troubleshooting and analysis of customer feedback
• Communicate regularly and effectively with key client stakeholders to ensure MD Clarity product performance meets expectations; build a trusted relationship with our customers through consistent and timely communication
• Participate in the development of customer training resources including the delivery of basic system training to new and existing customers
• Search for patterns of heavy support and escalate them through collaboration with the Customer Success Engineering and Client Services teams
• Identify areas of opportunity based on customer adoption of different features within the product

Skills and Knowledge:

• Strong analytical and problem-solving skills, including root cause analysis and devising solutions for customer workflows
• Rigorous attention to detail and commitment to quality
• Excellent written and verbal communication skills
• Strong ability to translate end-user functional issues into potential product enhancements
• Natural drive to take on challenges independently and to propose and lead improvements
• SQL knowledge a plus
• Previous exposure to healthcare workflow or systems is a plus

Education and Experience:

• Bachelor's degree
• 1-3 years of experience

We are looking for people that fit with these core traits of our team:

• Always look for patterns : we get a lot of input from customers through several channels and it's the patterns we recognize and act on that make a great product
• Detail orientation : details matter in making a lasting impact on the product, customer, and team experience
• Reason from first principles : always try break down problems into their smallest components, question prior assumptions, and think from the ground up before immediately trying to solve complex problems
• Team > individual : celebrate each other's accomplishments and always ask how you can help
• Always ask why : Why do we do things this way? Why does the customer need this? Be curious, ask questions, explore possibilities
• What can I do ?: What can I do to make the product better? To serve our customers better? To help improve our team? Suggest it! Chances are, it's a good idea

Where this role will take you:

There are generally a few paths of progression from this role-Product Management, Account Management, or Customer Success Engineer ing -depending on what you like and have a knack for as you learn and grow. Many in MD Clarity have also carved out unique roles for themselves that evolved organically from new challenges that needed to be solved.

More about MD Clarity:

MD Clarity is a social-impact-driven software company animated by two guiding principles: 1) that patients have a right to know what the financial impact will be on them when getting care; and 2) that doctors, nurses , and physician assistants deserve to be paid fairly by health insurers.

Our workflow automation software makes the healthcare experience easier and more transparent for patients and providers, and our products are already used by healthcare organizations that together serve hundreds of thousands of patient visits annually. We're profitable and recently raised a new round of growth capital to accelerate adoption and scale our impact on the healthcare system.

Our fast-growing team combines decades of healthcare technology experience with engineering and business talent from Microsoft, Stanford, Phreesia, Spotify, GitHub, Dartmouth, EY-Parthenon, Harvard, Deloitte, Vanderbilt, UPenn-Wharton , and Northwestern, among others. We're distributed among our offices in Seattle and New York City a nd many fully remote roles. In addition to our shared passion for improving patients' healthcare experience, we're united in valuing an inclusive workplace that empowers all with the autonomy, connection to the mission, and flexibility needed to innovate.

Must be eligible to work in the U.S. without Sponsorship