About this Role:

The Customer/Technical Support Analyst will be responsible for enhancing our Owl's support capability, servicing our Behavioral Health Enterprise customers, clinicians, and patients that use our SaaS platform. Reporting to the Chief Customer Officer, you will be responsible for monitoring the incoming case queue and handling incoming customer issues. Additionally, you will be responsible for enhancing processes, metrics analysis, and leveraging technology to scale up our service capabilities. You will be expected to develop and maintain good working relationships between internal and external customers to ensure quality support, responsiveness, and high customer satisfaction. This position requires a passion for problem-solving, analytical thinking and process improvement, a deep understanding of Internet technologies, and the ability to learn new concepts and technologies quickly. Owl is a 100% virtual company and you will be working remotely.

Responsibilities:

• Work closely with the Customer Success team to ensure customers reach their desired business outcomes using Owl and satisfaction with use of the Owl solution.
• Become an expert possessing a comprehensive usage and technical understanding of our Owl SaaS platform in order to adequately respond and resolve reported customer issues.
• Monitor incoming case queue during business hours, and respond to customers within defined response guidelines.
• Work closely with Senior Management to evaluate current processes, staffing, metrics, and systems to assist with planning and implementing enhanced procedures and systems to maximize efficiency.
• Facilitate customer resolution for escalated calls and follow up with dissatisfied customers to ensure issues are resolved and customers are satisfied.
• Maintain a mindset of continuous improvement in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management, and optimization.
• Deliver KPIs, metrics, and status reports to management, synthesizing the key themes and trends that will help responsiveness to customer needs and increase efficiency.
• Serve as a customer advocate, providing feedback to our Product team, to ensure customer reported issues are resolved in a timely fashion. Represent customer needs balanced with our product roadmap priorities.
• Own the deployment and maintenance of the Owl knowledge base. Based on analysis of incoming customer needs and feedback, you will be a significant content contributor and organizer (getting content from other groups) to the Owl Knowledge base.

Background and Experience:

• Bachelor's degree in Computer Information Systems/Computer Engineering or related field preferred.
• Experience working in healthcare IT, preferably for a digital health startup preferred.
• Minimum 3-5 years of customer/technical support experience in B2B customer/Technical Support, servicing organizations with solutions of moderate complexity required. Experience in healthcare, especially behavioral healthcare, is a plus.
• Startup experience is required working amidst significant change and ambiguity.
• High level of competence as a Zendesk Administrator, including core ticketing application, ZD Guide, Chat, and Explore reporting.

Skills:

• Ability to articulate complex technical problems concisely, associate the business impact to senior management for expedited resolution. Ability to communicate technology solutions and support to non-technical users.
• Outstanding listening skills are a must in addition to strong written and verbal communication skills, both internally and externally.
• Detail-oriented, thorough, organized, and analytical with a strong empathy for customers as you provide needed support and answers to their use of the Owl Platform.
• You thrive in a multi-tasking, startup environment and can quickly adjust priorities when needed.
• Ability to work independently and remotely, with time flexibility when handling critical customer issues (this is a work-from-home role).
• Self-starter and initiative-taker with an ability to prioritize tasks while managing a diverse workload.
• Proficient in MS Office and Google apps, Mac OS, Salesforce, JIRA, Confluence.
• Ability to troubleshoot technical issues using application logs, administrative tools, analytics tools, and other application tooling and draft support tickets for Product and Engineering teams.
• Familiarity with modern web browsers, computer operating systems, and mobile devices to help craft straightforward solutions and technical guides, solutions, and processes for users.
• Experience with Customer Success Management software platforms is a plus.

Owl's Benefits:

• Meaningful work that positively impacts people's lives. Be part of a fun and dynamic team that enjoys working together to develop and deliver creative and technical solutions while bringing value to our customers.
• Salary, equity, and benefits package including Medical, Dental, and Vision insurance for you and your dependents.
• Unlimited PTO (with manager approval).
• 100% work remotely, but no regular travel required (East/Central time-based location preferred, as the position requires East Coast time coverage). You will have the opportunity to attend company events that will have associated travel.

Applicants must be authorized to work in the U.S.

This is a full-time, remote position.