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Customer Support Specialist (BA Background)
Fold Health
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Handle functional support inquiries and provide solutions to meet customer needs.
- Act as the primary contact for functional escalations, providing insights and solutions to customers.
- Communicate effectively with customers, including strong executives presence, de-escalation, and relationship management.
- Communicate with customers to understand their needs by asking probing questions and explaining product value along with offerings the customer may not currently be using.
- Ensure the timely and successful delivery of solutions, according to customer needs and objectives with exceptional customer service.
- Support customers with document or workflow update requests; partner internally to ensure completion per scope of work.
- Walk customers through troubleshooting and ensure customers maximize system functionality.
- Facilitate customer calls, as needed, as part of the resolution efforts and to understand or explain complex issues.
- Responsible for system issue intake, creating Jira ticket, and follow-up and follow through on tickets; update the customer throughout the process.
- Expertly resolve complaints; prevent escalations and prevent additional issues by improving processes while properly maintaining and updating customer information sources.
- Collaborates with various internal departments to ensure fulfillment of customer requests; own and drive the process.
- Conduct user training sessions and ensure customers are utilizing the platform effectively.
- Supports internal User Acceptance Testing (UAT) Efforts
- Responsible for Knowledge Hub maintenance
- Track and monitor customer KPIs per account
RequirementsExperience and Education
- Bachelordegree in Business, Healthcare, or a related field along with Masters in Healthcare Administration.
- 3+ years of experience in a customer support or business analyst role within US healthcare technology.
- Strong functional analysis skills with experience in requirements gathering and problem-solving.
- Comfortable using collaboration tools such as Teams, Atlassian (Confluence & Jira), Wrike, Loop, Power BI, etc.
- Proficient in MS Office applications (e.g., Outlook, Word, Excel, PowerPoint)
- Excellent verbal and written communication skills to interact with customers and internal teams.
- Ability to work effectively both independently and as part of a team.
- Experience in leading smaller projects, coordinating across multiple departments of an organization, and driving for results.
- Knowledge of file management, transcription, and other administrative procedures
- Highly organized, focused and results driven to meet both deadlines and expectations.
Ability to work in US hours to support customersin the US time zone
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- Bachelordegree in Business, Healthcare, or a related field along with Masters in Healthcare Administration.
Employment Type: Full Time, Permanent
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based on 1 employee
Flexible timing
Monday to Friday
Within city
Fold Health Benefits
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