Technical Customer Support Specialist. Pierre LilyLifestyle

Job Overview

Join Datavant, the innovative data collaboration platform that is transforming healthcare. Our mission is to make the world’s health data secure, accessible, and actionable, providing essential data solutions for healthcare organizations including providers, health plans, researchers, and life sciences companies. Whether it’s fulfilling requests for medical records or fueling the AI revolution in healthcare, our team is dedicated to building the future of health data utilization.

• Managing customer tickets and technical issues from start to finish, including complex and escalated cases.
• Leading customer interactions independently by setting expectations, managing difficult conversations, and maintaining trust.
• Forming perspectives in uncertain situations and moving forward even with incomplete information while knowing when to seek senior support.
• Translating technical complexities in a way that is understandable for both technical and non-technical audiences.
• Understanding when to adjust from standard practices to best serve both customers and the team.
• Identifying recurring issues and proposing process improvements or product requests based on a deep understanding of customer needs.
• Leading internal projects to enhance standard operating procedures alongside customer-focused work.
• Gaining proficiency across all products in the Technical Solutions area and providing guidance to colleagues in various teams.
• Collaborating effectively with cross-functional partners to ensure a seamless experience for customers while managing differing stakeholder opinions.
• Consistently meeting or exceeding service level agreements (SLAs) and maintaining high customer satisfaction to foster trust-based relationships.

• 1-2 years of experience in a customer-facing technical role
  , preferably in a B2B SaaS environment such as customer support or technical implementations.
• Strong ownership
  : capable of independently driving issues to resolution without needing constant guidance.
• Exceptional troubleshooting and problem-solving skills
  , with the ability to analyze logs, APIs, and configuration files.
• Hypothesis-driven thinking
  : organized problem-solving that prioritizes testing based on likelihood and impact.
• Effective communication skills allowing for setting expectations and managing challenging conversations directly with customers.
• Ability to recognize patterns in issues and a proven track record of addressing root causes rather than symptoms.
• Collaboration skills that foster strong partnerships with peers and other teams, proactively flagging potential risks.
• Excellent communication skills tailored to various audiences, ensuring clarity in documentation.
• Dependable ownership
  : a commitment to finishing what you start and following through consistently.
• Bachelor's Degree is required.

We offer a competitive compensation range of $72,000-$90,000 USD based on experience and qualifications.

Datavant is dedicated to building a diverse team and fostering a high-performance culture that allows every individual to thrive. We are an Equal Employment Opportunity employer, and all qualified applicants will be considered for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Datavant is committed to providing reasonable accommodations for individuals with disabilities. If you need assistance during the application process, please let us know by submitting a request specifying your needs.