Kyruus' mission is to connect people to the right care, in pursuit of our vision: a better healthcare system- one that's transparent and accessible- where everyone gets the care they need. At Kyruus, our values are at the heart of everything we do:
We
care
deeply – We do the right thing even if it’s the harder thing.
We are fiercely
driven – We harness our curiosity to pursue continuous improvement and create simple solutions to complex problems.
We lead with
respect – We celebrate the individual traits that make each of us unique and seek out diverse voices to listen and learn.
We are
accountable – We do what we promise for each other and our customers.
Here’s what that would mean for you in the Customer Support Analyst role.
Care: You will treat each customer as your own and strive to provide an elevated level of customer service
Driven: You are expected to regularly increase your core competencies with internal knowledge transfer and formal and informal training opportunities
Respect: You will be the liaison between the customer and our internal Team and will build strong rapport with all
Accountable: You will be the ticket owner of the issues you pick up and responsible to meet deadlines and contract obligations
What you will do in a Customer Support Analyst role at Kyruus:
- Serve as the first point of contact for customers who report an issue
- Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on products or services
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- You’ll report to the Manager of Account Management in the Client Services Department within Delivery & Operations.
How You Can Grow
- Kyruus will bring you through an onboarding process that is both structured and self-guided, designed to enable connection and productivity as you learn more about our company, functions and products. Additionally, we have a culture of feedback, inclusive of our performance review process that provides you with the coaching, resources and opportunities to help you learn and grow with us.
- Kyruuvians in the Customer Support Analyst role can move in a more linear career path to a Customer Support Specialist position. From there, you could move into a Senior level role or explore a management position within the Customer Support vertical.
- Kyruus also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and HR to explore lateral moves to other parts of the organization as you continue to grow with us.
What you will bring:
- Experience as a help desk technician or other customer support role
- Good understanding of computer systems, mobile devices and other tech productsIn this role verbal and written communication skills are just as important as technical competency
- Strong focus on high client satisfaction
- Experience with Jira is a plus
- Ability to work well in a team-based, fast paced/multitasking environment
Equal Opportunity Employer
Kyruus is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, or veterans/national guard/military reserve status. This shall be done in compliance with all applicable federal, state, and local laws in every location in which Kyruus has facilities.
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