Support Analyst Job at Voiceflow in San Francisco

Based in San Francisco, Arine is a rapidly growing healthcare technology and clinical services company with a mission to ensure individuals receive the safest and most effective treatments for their unique and evolving healthcare needs.

Frequently, medications cause more harm than good. Incorrect drugs and doses cost the US healthcare system over $528 billion in waste, avoidable harm, and hospitalizations each year. Arine is redefining what excellent healthcare looks like by solving these issues through our software platform (SaaS). We combine cutting-edge data science, machine learning, AI, and deep clinical expertise to introduce a patient-centric view to medication management, and develop and deliver personalized care plans on a massive scale for patients and their care teams.

Arine is committed to improving the lives and health of complex patients that have an outsized impact on healthcare costs and have traditionally been difficult to identify and address. These patients face numerous challenges including complicated prescribing issues across multiple medications and providers, medication challenges with many chronic diseases, and patient issues with access to care. Backed by leading healthcare investors and collaborating with top healthcare organizations and providers, we deliver recommendations and facilitate clinical interventions that lead to significant, measurable health improvements for patients and cost savings for customers.

Why is Arine a Great Place to Work?:

Market Opportunity - Arine is backed by leading healthcare investors and was founded to tackle one of the largest healthcare problems today. Non-optimized medications therapies which cost the US 275,000 lives and $528 billion annually.
Dramatic Growth - Arine is managing more than 18 million lives across prominent health plans after only 4 years in the market, and was ranked 236 on the 2024 Inc. 5000 list and was named the 5th fastest-growing company in the AI category.
Outstanding Team and Culture - Our shared mission unites and motivates us to do our best work. We have a relentless passion and commitment to the innovation required to be the market leader in medication intelligence.
Making a Proven Difference in Healthcare - We are saving patient lives, and enabling individuals to experience improved health outcomes, including significant reductions in hospitalizations and cost of care.

The Role:

We are looking for a motivated and passionate Support Analyst to join our team. The Support Analyst will be responsible for providing front-line Level 1 Support Desk support to both internal and external system users for the full spectrum of company products. You will also be responsible for responding to, documenting, and resolving help requests in a timely manner in accordance with established SLAs. The Support Analyst delivers these results by partnering with the Support Desk Team and internal customers to identify and act on opportunities for improving the customer experience and efficiency of the team.

The Support Analyst reports to Arine’s Director of Operations.

What You'll be Doing:

This role spans all of Arine's Support Desk activities. You will be asked to:

• Respond to support emails, and user requests from internal and external system users including clients and site personnel
• Log all Help Desk queries to Help Desk application; assign open queries and follow up on all open queries until resolved
• Assist with login issues; troubleshoot usage difficulties and other customer reported issues
• Basic internet browser troubleshooting
• Interact with customers and internal team members
• Attendance and punctuality are essential functions of the position
• User administration
• Act as liaison between end users and higher levels of support
• Create, review and modify documentation as required
• Concisely document detected/suspected software bugs with steps to reproduce issue
• Assist with training new team members
• Handle other duties as needed

Our Ideal Candidate Possesses:

• Excellent customer service skills required
• Experience working ticketing systems, particularly Freshdesk and JIRA
• Must demonstrate strong technical troubleshooting skills with multiple technology environments
• Familiarity with or eagerness to learn the approaches of high performing clinical pharmacy programs
• Ability to manage multiple projects under tight deadlines, and communicate and collaborate with executives, operations, and technology teams
• A demonstrated ability to own the work and follow it through to completion
• Excellent collaboration, attention to detail, problem solving, business acumen and investigative skills
• Capability of working in a direct and matrix team environment as well as independently with limited supervision
• Ability to apply judgment and make informed decisions in order to work independently and meet deadlines
• Eagerness to learn new skills in a fast-paced, dynamic environment

Remote Work Requirements:

• An established private work area that ensures information privacy
• A stable high-speed internet connection for telephonic and/or remote work

Perks:

Joining Arine offers you a dynamic role and the opportunity to contribute to the company's growth and shape its future. You'll have unparalleled learning and growth prospects, collaborating closely with experienced Clinicians, Engineers, Software Architects, and Digital Health Entrepreneurs.

The posted range represents the expected base salary range for this position and does not include any other potential components of the compensation package, benefits, and perks. The base salary range for this position is: $65,000-$75,000/year.

Job Requirements:

• Ability to pass a background check
• Must live in and be eligible to work in the United States

Information Security Roles and Responsibilities:

All staff at Arine are expected to be part of its Information Security Management Program and undergo periodic training on Information Security Awareness and HIPAA guidelines. Each user is responsible to maintain a secure working environment and follow all policies and procedures.

Arine is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees are treated with fairness and respect. We do not discriminate on the basis of race, ethnicity, color, religion, gender, sexual orientation, age, disability, or any other legally protected status. Our hiring decisions and employment practices are based solely on qualifications, merit, and business needs. We encourage individuals from all backgrounds to apply and join us in our mission.

Check our website at https://www.arine.io. This is a unique opportunity to join a growing start-up revolutionizing the healthcare industry!

Note to Recruitment Agencies: We appreciate your interest in finding talent for Arine, but please be advised that we do not accept unsolicited resumes from recruitment agencies. All resumes submitted to Arine without a prior written agreement in place will be considered property of Arine, and no fee will be paid in the event of a hire. Thank you for your understanding.

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