Customer Experience Associate

Client Support Specialist serves as this role  plays a critical role in investigating, triaging and prioritizing issues related to our technology. Your dedication to investigating complex technical issues and delivering exceptional customer service will be instrumental in enhancing the overall experience of our clients and contributing to the success of our organization.

What you’ll do:

• Bug Investigation, triage and resolution:
  • Promptly and thoroughly investigate product bugs using all available resources, within assigned timeframes
  • Diagnose and troubleshoot technical issues reported by clients, looking to gather comprehensive information to share with other stakeholders
  • Determine which bugs you are able to resolve and promptly resolve these
  • Document findings and follow processes for clear process flows
  • Partner with product and technical teams for rapid resolution of “mission critical” bugs, corralling key stakeholders and providing timely updates as needed
• Prioritization:
  • Work with stakeholders to understand the impact of bugs to users and the larger    business
  • Use judgment to assess relative priorities of various issues
  • Document and communicate priorities clearly according to protocol
• Communication and cross-functional collaboration:
  • Provide timely and clear updates to all involved stakeholders
  • Partner with stakeholders with empathy to understand their needs
  • “Translate” stakeholders’ needs and asks into actionable directives for technical teams
  • Document and communicate clearly about known issues and workarounds
  • Trend monitoring and process improvement:
  • Monitor bugs for trends and larger improvement opportunities
  • Proactively partner to improve our bug management process

What you’ll need:

• Bachelor’s degree in Computer Science, Information Technology, Healthcare Informatics, or a related field (preferred)
• 2+ years proven experience in providing technical support for healthcare technology products or software applications.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues effectively.
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical stakeholders.
• Customer-centric approach with a passion for delivering exceptional customer service and building long-term relationships.
• Ability to thrive in a fast-paced environment, prioritize tasks, and manage multiple support cases simultaneously.
• Familiarity with ticketing and support systems for incident tracking and reporting (e.g., JIRA, Zendesk).
• Understanding of software development and quality assurance processes is advantageous.
• Certifications in relevant healthcare IT or technical support areas will be considered a plus.
• Familiarity with ticketing and support systems for incident tracking and reporting (e.g., JIRA, Zendesk).
• Understanding of software development and quality assurance processes is advantageous.
• Certifications in relevant healthcare IT or technical support areas will be considered a plus.

Pay & Perks:

💻 Fully remote opportunity with about 5% travel

🩺 Medical, dental, vision, life, disability insurance, and Employee Assistance Program

📈 401K retirement plan with company match; flexible spending and health savings account

🏝️ Flex Time Off + company holidays

👶 Up to 14 weeks of paid parental leave

🐶 Pet insurance

The salary range for this position is $55,000 to $60,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment. This role is not eligible for hire in: NY, CA, CO, WA.

Interview Process*:

1. Connect with Talent Acquisition for a Preliminary Phone Screening
2. Meet your Hiring Manager!
3. Take Home Assessment
4. Behavioral Interview(s)

*Subject to change