Job Information
HealthVerity, Inc. Customer Support Engineer in Philadelphia, Pennsylvania
Position: Customer Support Engineer - RWD
Reporting to: Manager, Data Operations
Location: Philadelphia, PA
*How you will help *
As a Customer Support Engineer, you will assist our customers with technical issues, inquiries, and concerns related to all of HealthVerity's products or services with a primary focus on RWD. You will play a critical role in ensuring customer satisfaction by providing timely and effective resolutions to problems. Customer support engineers possess a deep understanding of the product or service they support, enabling them to troubleshoot issues, offer guidance on usage, and provide solutions tailored to the customer's needs. You will interpret customer issues and own triage through creative problem solving to initiate tier one support and enhance the customer experience through timely remediation. You will serve a vital role in maintaining strong customer relationships and fostering loyalty to the brand or company they represent.
What you will do
Serve as the first line of support and point of contact for HealthVerity's customers.
Own customer-specific production projects.
Work cross-functionally with the DI&A, Delivery, and Data Operations groups to interpret our client deliverables.
Develop a deep understanding of HealthVerity's healthcare data assets.
Triage common RWD questions through contract review, validation of delivery specifications, internal data investigation, and external query logic assessment.
Remediate and/or initiate remediation procedures for customer issues.
Create a knowledge repository of data issues inclusive of use cases, triage steps, and resolution scenarios.
Develop client-facing documentation for common data questions and answers.
How success is defined
Mean time to response
Mean time to resolution for customer requests
First time right resolution rate
Customer engagement/retention scores
Cross-functional team engagement and escalation clarity
Required skills and experience
4+ years' experience in the data industry, preferably in a big data environments
Proficient in programming against large data assets with a working knowledge of SQL
Ability to gather requirements, test strategies, design deliverables
Proven analytical, evaluative, and problem-solving abilities
Extensive experience working in a team-oriented, collaborative environment
Desired skills and experience
*BS degree in math, statistics, or a healthcare related field *
Knowledgeable in Python