Senior Customer Support Analyst

About Nayya

At Nayya, we believe there’s a better way to choose benefits. A more transparent, less confusing way for employees to control their health and financial potential. Powered by billions of data points and machine learning, our benefits experience platform delivers personalized decision support and guidance during open enrollment, new employee onboarding, qualifying life events, and in the moments that matter all year round. This is one of the most stressful and challenging situations consumers face – and we see that as an opportunity to build an innovative response that can help millions of Americans possess the control and understanding they deserve.

Position Overview: As a Senior Technical Customer Support Analyst, you will play a pivotal role in ensuring our customers receive top-notch support for their technical issues. You will become an expert of our products and be responsible for handling high-tier customer support requests, creating and maintaining technical documentation, and developing processes to enhance our support operations. This role requires a blend of customer-facing skills, technical expertise, and process improvement capabilities.

Key Responsibilities:

• Customer-Facing Support: Serve as the customer’s primary point of contact for high-priority or complex technical issues, providing expert troubleshooting and resolution. Manage and resolve escalations from lower-tier support teams, ensuring timely and effective resolutions.
• Technical Writing: Create and maintain comprehensive technical documentation, including user guides, knowledge base articles, and troubleshooting procedures for Customer Support.
• Process Development: Be proactive and identify areas for improvement or optimization.
• CRM Management: Utilize CRM systems such as Zendesk to track, manage, and resolve support tickets. Configure and customize CRM tools to improve support operations and reporting. 
• Team Leadership: Be a role model by providing guidance and support to lower-tier support staff, including mentoring and training. Foster a collaborative and supportive team environment.

Qualifications:

• Bachelor’s degree required 
• Experience working in SaaS. Healthcare, benefits related field a plus but not required 
• 2-3 years of experience in customer support or technical support positions, with a strong background in customer-facing support and technical troubleshooting.
• Expertise in CRM systems (Zendesk, Salesforce)
• Excellent technical writing skills, with the ability to create clear and concise documentation.
• Strong analytical and problem-solving skills, with the ability to develop and implement process improvements.
• Exceptional communication and interpersonal skills, with a customer-focused approach.

Skills: 

• Passionate about providing excellent customer service and doing what it takes to help our customers succeed.
• Highly skilled at (and enjoy) researching, troubleshooting and solving complex issues.
• Strong written and verbal communication skills
• Strong attention to detail and organizational skills.
• Enjoys collaborating and ability to thrive in a fast-paced startup environment.

Join Our Team: If you are tech savvy, passionate about customer service, and strive to do what it takes to help our customers succeed, we invite you to join Nayya's dynamic team. Be a part of our mission to transform the healthcare landscape and make a positive impact on the lives of our customers’ employees. Apply now to embark on an exciting journey with Nayya in vibrant New York City.

The salary range for New York based candidates for this role is $64,500 - $75,000. We use a location factor to adjust this range for candidates that are located outside of the geographic region of our New York office. Placement within the salary band is determined based on experience. 

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