Customer Tech Support Lead | $70K-90K + Benefits | Disruptive Healthcare Analytics SaaS Company

  • 1200 Liberty Ridge Dr, Wayne, PA, United States
  • Full-time

Company Description

Our client is ONLY looking for US citizens and / or people that have their Green Card. Ideally, candidates would be able to work on site in the office in Wayne, PA and live within 30-40 minutes of Wayne, PA.

ARE YOU READY TO CONTRIBUTE TO THE FUTURE OF HEALTHCARE DATA ANALYTICS AND DISRUPT THE STATUS QUO?

Our client is a HealthTech company with a mission to spur value-driven innovation across the healthcare continuum. HealthNexus™, the company’s no-code analytics platform empowers life science, payers, providers, and other healthcare stakeholders to develop real-world evidence (RWE) that novel therapeutics or clinical strategies are performing and are leading to savings in lives and costs. Following its Series A financing in July of 2019, the company raised a Series B financing of $40M on July 27, 2022. 

Our client has experienced triple digit growth for four consecutive years. This additional funding will enable them to continue its growth trajectory and accelerate investments in new data assets, product development and human capital. Stakeholders across the healthcare industry are using Company’s RWD infrastructure to reduce time to insights while simultaneously improving cost efficiencies. They're building a world class team to drive the best results for their customers.

Compensation and Benefits Overview

  • Salary and compensation will be commensurate with your experience.

  • Great benefits package including medical, dental, vision, short and long-term disability insurance and life insurance.

  • Complimentary catered lunches are on us…everyday!

  • Strong company culture and leadership team.

  • Very low employee turnover.

Job Description

We are seeking to add a Customer Tech Support Lead to respond to new and existing customer inquiries, issues and requests. 

  • This role works closely with Customer Success, Product, Clinical and Development teams to triage inbound requests, assign to correct internal teams, and ensure timely response and resolution to customers. 

  • As a Customer Tech Support Lead, you will develop and monitor metrics through ongoing collection and analysis of inbound tickets for use in improving onboarding and retention strategies as well as feed into the product road map. 

  • Customer Tech Support Leads are involved in the pre-sales process of the customer journey with product demo support and trial setups and continue post-sale with customer tech support needs through onboarding, engagement, expansion and renewal activities.

Job Responsibilities

  • Ensure customer inquiries (either directly from the customer or through internal staff) are logged, prioritized and assigned owners through the established customer ticketing applications. 

  • Use project management skills to ensure tickets are resolved quickly and completely to help ensure customer satisfaction. 

  • Assist in developing best practices for customer support in terms of process, documentation, and service level agreements. 

  • Support the voice of the customer by providing summarized data on the volume of requests, issues, and product improvements for core products. 

  • Collaborate closely with team members to support renewals and expansion opportunities. 

  • Serve as the primary contact for new user management, customer trial configuration, and issue management. 

  • Collaborate with the Customer Success, Engineering and Development team to troubleshoot software configuration or technical issues raised by customers. 

  • Keep abreast of product releases and technical updates to the company products and software. 

Qualifications

  • 2-3 years of customer technical support experience the in B2B SaaS services industry is required. 

  • Life Sciences and/or healthcare data solutions experience is a plus. 

  • Experience with SQL is a plus. 

  • Familiarity with Jira, Confluence, ZenDesk or other support technologies. 

  • Demonstrated ability to achieve hands-on results working cross-functionally with sales, customer success, and product teams.  

  • Skills of successful candidates include being collaborative, customer-focused, detailed, persistent, proactive and resourceful. 

  • Requires solid project management, planning, and organizational skills with good attention to detail; ability to work independently as well as part of a team.

  • Bachelor’s degree required.

Additional Information

All your information will be kept confidential according to EEO guidelines.

About PhillyTech

Our vision at PhillyTech is to be the #1 resource to help SaaS and Hi-Tech companies with recruiting, hiring and lead generation. We were founded in 2015 and have been passionately working with 100+ clients in the SaaS and Hi-Tech Industry for 24+ years. PhillyTech is your "Growth Partner" and the industry leader in building Growth Solutions in Hiring and Lead Generation that drive revenue, increase productivity and lower costs. 

Reach out to us at www.phillytech.co to learn more about how we can help you.