Senior Support Analyst

At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle.  Visit h1.co to learn more about us.

 

 

As a Senior Support Analyst, you will help support all H1 customers. You’ll be responsible for receiving and answering all tickets and solving or appropriately routing them to the responsible teams. You will work independently with little supervision, applying your experience to identify and remediate challenges while keeping customer satisfaction at the forefront.

 

- Be the first point of contact for all customer questions and queries.

- Construct and execute plans to identify, escalate, and remediate operational challenges.

- Work closely with Sales, Customer Success, Implementation, Engineering, and Product, this team is responsible for receiving all tickets in Zendesk and answering, solving, or routing to the appropriate team

- Collaborate effectively with peers across other teams and functions.

- Educate users and provide additional training where needed.

- Document support ticket trends; replicate and validate bugs for proper categorization.

- Identify opportunities for platform improvements and feature requests.

- Create and update technical documentation.

- Maintain a strong attention to detail and take accountability for the accuracy of your work.

- Support cross-functional projects through your tasks and experience.

- Be measured on Time to First Reply and Time to Resolution, which are key components of overall customer happiness, NPS, and retention.

- Partner with the business to provide a white-glove service and drive improvements in reporting, data integrity, analysis, and projects.

 

 

You’re a natural problem solver. You enjoy finding solutions and helping customers work through any questions or issues to a successful outcome. You thrive on delivering customer care and satisfaction. You are adept at juggling multiple issues at once and knowing how to prioritize each of them based on many factors. You not only do well following the process but find room for improvement and efficiency. You’re results and data-oriented and strive to improve. You’re collaborative and work well across teams to gather and deliver information.

 

 

- 3–5 years in a customer-facing support role

- Fluent in English (written and spoken)

- Knowledge of ticketing systems (e.g. Zendesk, JIRA, Salesforce, etc.)

- Previous experience within a SaaS business environment

- Ability to distill complex concepts for different audiences with varying levels of technical expertise

- Strong organizational skills and ability to follow up on and track multiple issues/projects

- Excellent communication, written, and interpersonal skills

- Demonstrates empathy for the customer

- Self-starter with willingness to work hands-on, independently, as well as with a group

- Dedicated, detail-oriented, and accountable for the accuracy of your work

- Preferred: Basic Excel & Word skills

- Preferred: Basic SQL skills

 

 

- Full suite of health insurance options, in addition to generous paid time off

- Pre-planned company-wide wellness holidays

- Retirement options

- Health & charitable donation stipends

- Impactful Business Resource Groups

- Flexible work hours & the opportunity to work from anywhere

- The opportunity to work with leading biotech and life sciences companies in an innovative industry with a mission to improve healthcare around the globe