Job description
Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
Summary
The Customer Support Coordinator is a key role within the Client Service Operations team delivering system support. The person in this role will serve as the first point of contact for client-related issues and work directly with Engineering or other technical staff to investigate and document solutions. In addition, they will work with System Support Manager, Operations Director, and Account Managers to ensure overall client satisfaction as they maintain communication within service level agreed-upon timelines. The individual is also responsible for learning the Essette application, participating in annual support exercises with Development and Product teams, completing of regression testing to support software releases, and ensuring there are open lines of communication with clients and other Operations team members.
Your role in our mission
- Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed.
- Provides response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or escalate to a higher level if needed.
- Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution.
- Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries.
- Assists less experienced staff in developing appropriate responses.
What we're looking for
- Three or more years of functional area experience (i.e. finance, human resources, procurement, information technology, etc.)
- Experience working with healthcare client or provider services.
- Experience working with computer software (Microsoft Excel, SharePoint, etc.) and telephone technology.
- Experience working with help desk software.
- Business and analytical problem-solving skills.
What you should expect in this role
- Remote - working from home environment (must be in the United States of America)
- Working hours are 9AM - 6PM Mountain Time (U.S.A.)
- Most benefits are active on first day of employment
- Continual training and development
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The pay range for this position is $45,000.00 - $64,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.
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