Support Specialist Co-Op

Verana Health, a digital health company that delivers quality drug lifecycle and medical practice insights from an exclusive real-world data network, recently secured a $150 million Series E led by Johnson & Johnson Innovation – JJDC, Inc. (JJDC) and Novo Growth, the growth-stage investment arm of Novo Holdings. 

Existing Verana Health investors GV (formerly Google Ventures), Casdin Capital, and Brook Byers also joined the round, as well as notable new investors, including the Merck Global Health Innovation Fund, THVC, and Breyer Capital.

We are driven to create quality real-world data in ophthalmology, neurology and urology to accelerate quality insights across the drug lifecycle and within medical practices. Additionally, we are driven to advance the quality of care and quality of life for patients. DRIVE defines our internal purpose and is the galvanizing force that helps ground us in a shared corporate culture. DRIVE is: Diversity, Responsibility, Integrity, Voice-of-Customer and End-Results. Click here to read more about our culture and values.

Our headquarters are located in San Francisco and we have additional offices in Knoxville, TN and New York City. This position will be located out of our Knoxville, TN office. Candidates who are willing to relocate are also encouraged to apply. 

*Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.*

*This is a temporary 6 month Co-Op/Internship position. 

Support Specialist (Tier 1) Co-Op

As a Support Specialist at Verana Health, you will provide Verana’s clients, clinicians/practices, data and application users with support. You will provide exceptional customer service with a focus on getting bugs, incidents, requests, and how-to questions resolved in a timely manner. You'll work both independently and in a team, leveraging critical thinking, decision-making, negotiation, and conflict management abilities. The support team sits at the intersection of Verana’s Commercial Services, Product, Qualitative Science, and Engineering teams and offers the opportunity to gain deep expertise in Verana’s innovative data solutions, interface with customers, and expand your real world data knowledge.

Job Duties and Responsibilities:

• Respond to the resolution of support/technical issues as outlined in our Service Level Agreements (SLA’s) ensuring prompt and complete problem solving to technical challenges and business issues
• Collaborate with Tier 2, Product, Engineering, and other teams to diagnose, resolve, and escalate bugs
• Create and maintain technical documentation that transforms complex information into concise documentation for our customers (e.g., Confluence, internal reference decks)
• The Support Specialist will process customer requests across our platforms and provide support.  
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Communicating with customers through various channels.
• Handling basic issues: password resets, account creation, data entry and basic troubleshooting
• Processing orders, forms, applications, and requests.
• Keeping records of client interactions, transactions, and comments
• Communicating and coordinating with cross functioning teams.
• Providing feedback on the efficiency of the customer care process.

Attributes:

• Demonstrate professionalism and discretion in handling confidential information.
• Able to manage changing priorities and multiple tasks effectively.
• Enthusiastic about customer service and problem-solving
• Committed to providing excellent service to both internal and external stakeholders.

Basic Requirements:

• Current enrollment or completion of a Bachelor’s degree program in computer science, engineering, healthcare, or a scientific field
• Collaborative, iterative, results driven, and friendly.
• Excellent written and oral communication skills.
• Exceptionally self-motivated and directed.
• Ability to work in a fast paced environment.
• High attention to detail and proactive problem-solving skills.
• Proactive in identifying issues and presenting solutions
• Ability to articulate ideas to both technical, clinical, and non-technical audiences. 

Bonus:

• Understanding of the CMS quality reporting programs and health information technology terminology.
• Knowledge of healthcare technology systems and EHR (electronic health records) platforms.
• Experience working in a clinical environment

Final note:

You do not need to match every listed expectation to apply for this position. Here at Verana, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Caution to Job Applicants: Be vigilant against potential scams. Verana Health will never ask for payment or personal information upfront. Verify company details, cross-check job offers, and trust your instincts. Any legitimate job offer will be received by a Verana Health email account (not via gmail, text or other means) Report suspicious activities to protect yourself and others in the job-seeking community.