Customer Support Engineer

Datavant is a rapidly growing healthcare technology company with a mission to connect the world’s health data. By eliminating data silos in the healthcare industry, we aim to unlock opportunities to accelerate clinical data exchange, medical research, and help organisations design better ways to facilitate access, affordability, and quality of care leading to better patient outcomes.

By joining Datavant today, you’re stepping onto a highly collaborative team that is passionate about creating transformative change in healthcare. We look for people who are smart, nice and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales.

Perks of joining our team: 

Work-life Balance 

• 25 vacation days
• Flexible start and end of working day 
• Flexible in-office work commitment

Benefits

• Daily in-office lunch stipend and a fully stocked kitchen
• Comprehensive private health coverage w/ out-of-network reimbursement options 

Learning & Development

• Commitment to professional development opportunities 
• Employee-led initiatives including annual company-wide innovation day & DEI resource groups 
• Peer & company recognition programs
• Monthly educational lunch & learn
  

DESCRIPTION:

We are seeking a dedicated and enthusiastic Customer Support Analyst to join our team. As a Customer Support Analyst, you will be the first point of contact for our customers, providing timely and effective support to resolve their inquiries, technical issues, and concerns. You will play a crucial role in ensuring our customers receive exceptional service and have a positive experience with our products. You will also work with the Technical Scale and Operations team to streamline and optimize our customer support processes. 

You will:

• Provide prompt and efficient resolution to customer issues, escalating complex problems to the appropriate teams when necessary.
• Actively listen to customers, understand their needs, and empathize with their concerns.
• Collaborate with cross-functional partners in Customer Experience, Go to Market, Product, and Engineering to address customer feedback and improve product usability.
• Contribute to the development and maintenance of support resources, including knowledge base articles and tutorials.
• Identify recurring issues or trends in customer inquiries and proactively propose solutions to prevent future occurrences.
• Continuously strive to enhance the overall customer support experience through process improvement initiatives and feedback implementation.

What you will bring to the table: 

• Bachelor’s degree in Science, Technology, Engineering or Mathematics.
• Dedicated customer service mindset: you love working with customers and resolving their issues.
• Excellent verbal and written communication skills: you have excellent attention to detail and are able to convey technical concepts and information clearly to non-technical audiences. 
• Strong problem-solving skills: you are technically curious, resourceful, and get excited when confronted with a new technical issue to dig into. 
• Team-first mindset: you work well as part of a collaborative team, as well as independently. No job is too big or too small for you, and you are excited to roll up your sleeves and pitch in where needed. You work well under pressure in a fast-paced, changing environment. 
• Genuine interest in healthcare and improving patient outcomes: you’re motivated by the opportunity to apply your technical skills to meaningful, real-world challenges in medicine and public health.

Bonus points if:

• You have proven experience in a customer support role, preferably in a technology-driven environment.

We are committed to building a diverse team of Datavanters who are smart, nice, and get things done where every Datavanter is empowered to bring their authentic self to their work. We are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be used to help us identify areas of improvement in our recruitment process. We can only see aggregate responses and are unable to view individual responses. In fact, we aren’t even able to see if you’ve responded or not! Responding is your choice and it will not be used in any way in our hiring process.