Product Support Analyst

This position is responsible for providing prompt, positive and empathetic customer service for all internal and external Kipu Health customers by utilizing a deep, cross-functional knowledge of the Industry, Product and Operational flows and establishing a referral-worthy relationship with customers by performing the following duties.

SUPERVISORY RESPONSIBILITIES This position does not have any supervisory responsibilities, however may be required to direct and manage staff during severe and high priority software escalations acting as the Incident Response Manager. QUALIFICATIONS Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES Overview 1. Strong technical background with excellent analytical skills and serves as a main point of contact for Tier I and Tier II Support by researching, diagnosing, and resolving technical hardware and software issues within a timely manner to drive effective solutions to customer issues. 2. Maintains knowledge base of current system capabilities, integrations, and troubleshooting techniques by initiating research through available resources. 3. Be the voice-of-the-customer across Kipu, leveraging your insight and knowledge of the customer experience to bring positive change. This looks like respectfully and directly voicing yours and customer’s ideas in team meetings, brainstorms, crossdepartmental planning and utilizing internal feedback loops to make customer experience improvements known to the organization. 4. Meet performance goals established for the position by optimizing customer satisfaction, phone, and ticket metrics. 5. Performs acceptance testing of new system capabilities before release to identify defects & recommend enhancements to the user experience. 6. Trains and mentors up new Support staff to ensure new team members develop a deep understanding of our product and customers as well as following internal procedures and adhere to HIPAA compliance policies. 7. Manage workload of support tickets to accurately document and obtain relevant information from Tier I Support and/or customers to assist in the escalation/resolution of software issues and product request. 8. Triage, reproduce, document, and manage escalations using our ticket-management system(s) while working closely with internal and external users to drive clear, accurate, and timely communication regarding each escalation. 9. Assist Education Department with developing, testing, and deploying material used to support products and services.

Education and Experience

High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience. Advanced Product knowledge with a minimum of 6 to 9 months of experience as a Kipu Client Support Specialist Level II. Minimum of one additional product certification such as eRx, MAT specialized support, PingMD, or advanced Kipu Patient Portal support and general support knowledge of all additional products.

• Highly competitive salary based on your local market’s compensation data. • Flexible vacation time (Unlimited PTO). • Medical, Dental, Vision, Life Insurance, and Flexible Spending Account. • Parental leave. • Pet Insurance. • 401(K) with insurance matching

Kipu’s Mission Kipu’s mission is to empower caregivers and patients on every step of the recovery journey. By expanding Kipu’s ecosystem of innovative applications and services, Kipu helps treatment centers achieve the best outcomes across all levels of care, improving the individual, community, and public health. We are an equal opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.