Customer Support Analyst

ROLE OVERVIEW

As a Customer Support Analyst, you will assist our customers with technical issues, inquiries, and concerns related to all of HealthVerity’s products or services with a primary focus on RWD. You will play a critical role in ensuring customer satisfaction by providing timely and effective resolutions to problems. Customer support analysts possess a deep understanding of the product or service they support, enabling them to troubleshoot issues, offer guidance on usage, and provide solutions tailored to the customer's needs. You will interpret customer issues and own triage through creative problem solving to initiate tier one support and enhance the customer experience through timely remediation. You will serve a vital role in maintaining strong customer relationships and fostering loyalty to the brand or company they represent.

 

KEY RESPONSIBILITIES

• Serve as the first line of support and point of contact for HealthVerity’s customers.
• Work cross-functionally with the DI&A, Delivery, and Data Operations groups to interpret our client deliverables.
• Triage common RWD questions through contract review, validation of delivery specifications, internal data investigation, and external query logic assessment.
• Develop a deep understandin