Customer Support Analyst

Customer Support Analyst

• Make a positive difference in other people's lives through your work - we’re not selling ads - we’re revolutionizing healthcare for all
• Join a small, passionate team supporting Xealth solutions in Health Systems nationwide

Xealth, one of the most exciting Health Tech startups, is growing!

We’re improving healthcare for everyone by enabling doctors and patients to easily access digital content and services that are relevant, timely, and targeted. Incubated at Providence, we’re disrupting healthcare from the inside and are on a mission to change lives through technology.

Having recently announced a major new partnership we’re looking for a Customer Support Analyst to join our team. In this role you’ll be delivering an exceptional customer experience and acting as the face of Xealth to our customers. Providing level 1 support and triage, you’ll provide a mix of user and technical support, troubleshooting, bug reports, issue management with Healthcare customers and partners. You will also be writing, editing, and publishing user guides to help make your job easier over time. With direct reporting to Xealth Sr. Customer Support Engineer and dotted line to the SVP, Customer Success, you’ll be instrumental in spearheading our support function, while helping achieve our mission of improving healthcare outcomes for everyone.

As a Customer Support Analyst at Xealth, you will:* *

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues, guiding customers through solutions.
• Document and track customer interactions and technical issues in our support system.
• Collaborate with senior engineers to escalate complex problems and ensure timely resolution.
• Create, update, and maintain user FAQs and how-to guides to help customers self-resolve issues.
• Gather feedback from customers to improve support materials and user experience.
• Participate in training sessions to enhance technical knowledge and customer service skills.
• Stay up-to-date with product features and updates to provide accurate support.
• Support security testing endeavors and undergo periodic Security and HIPAA training, and protect customer ePHI by following procedures.

Our ideal Customer Support Analyst will have:

• Basic understanding of computer systems, software applications, and networking concepts.
• Strong written and verbal communication skills.
• Ability to explain technical concepts in a clear and concise manner.
• Problem-solving skills and a customer-centric approach.
• Familiarity with support ticketing systems and knowledge base software is a plus.
• Eagerness to learn and adapt in a fast-paced environment.
• Startup or small company experience, or a desire to expand your abilities in a small, cross-functional team
• Preference for knowledge of: HIPAA/ePHI, EHR systems (Epic, Cerner, Allscripts), applications in a Healthcare IT environment, SQL and/or other scripting skills
• Must be U.S. Citizen or Permanent Resident and be able to pass a FACIS check
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

About Xealth:

The Xealth product is a cloud-based digital health platform, enabling clinicians to easily prescribe digital health tools for their patients, monitor their progress, drive usage, and ultimately attain improved health (with significantly lower long-term health costs).

Xealth spun out of Providence St. Joseph Health (PSJH) in 2017. Investors include Atrium Health, Cerner, Cleveland Clinic, MemorialCare Innovation Fund, McKesson Ventures, Novartis, Philips, ResMed, Providence Ventures, UPMC and the Froedtert and Medical College of Wisconsin Health Network.

Xealth has been named to the World's Best Digital Health Companies list by Newsweek, awarded gold in the Digital Health awards in 2024 and twice in 2023. In 2023 Xealth was also listed as one of BuiltIn's Best Places to Work, and one of Fierce Healthcare's Fierce 15 of 2023.

Compensation & Benefits

Xealth offers a multi-tiered approach when constructing a highly competitive compensation package. The compensation package would include a base salary, equity, and a comprehensive suite of benefits.

The compensation range for this position is $75,000 - $115,000 + equity, depending on geographic market.

💰 Equity and ownership in the company.

🍼 Paid parental leave.

💝 Comprehensive medical, dental, and vision policies. Xealth covers 100% of employee premiums. We also provide Employee Assistance Programs.

💻 Xealth provides your laptop and offers $250 home office stipend for you to spend during your first 3 months to create a productive and comfortable workspace at home.

📚 Generous learning & development opportunities for you to grow your skills and career.

🏦 401k Match: Xealth offers a dollar-for-dollar match up to 3%.

🏝 Flexible time off & 10 standardized holidays.

🚲 $500 yearly fitness stipend to spend on staying active.

Xealth is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

Xealth is open to hiring in the following states - Arizona, California, Idaho, Illinois, Massachusetts, Minnesota, Missouri, New Jersey, North Carolina, Ohio, Oregon, Texas, Utah, Washington, Wisconsin

Learn more about us at www.xealth.com