Responsibilities
- Serve as first level of technical escalation and expertise for Parachute Healthโs Supplier Operational teams and customers.
- Become Parachute Healthโs configuration subject matter expert for our supplier customers.
- Support Operations on both existing and new supplier implementations via call and/or email.
- Maintain our proprietary external specifications and contribute to internal documentation.
- Identify integration implementation inefficiencies. Collaborate with internal implementation teams to improve processes.
- Coordinate with Tier 3 support (product engineering) when unable to remediate an issue.
- Develop & improve processes for effective support triage & escalation.
- Serve as the Subject Matter Expert of proprietary Supplier API and SSO integrations for Operations.
- Serve as Subject Matter Expert for most common supplier ERPs such as Brightree and Bonafide.
- Provide data-driven reporting & dashboards on issues to inform prioritization & impact.
Requirements
- Comfortable being customer facing, internally and externally
- Liaison between technical and non-technical stakeholders, able to effectively communicate issues & their resolutions to both internal and external users
- 2+ years of experience working in technical customer support
- 2+ years experience with application logging and monitoring tools (e.g. Datadog, Splunk, Grafana)
- Previous experience working with customers of varying degrees of technical experience
- Strong analytical and problem-solving skills
- Strong communication skills, both internally and externally, in writing and verbally
- Highly organized, able to work on multiple issues concurrently and manage long-running requests
- Able to read technical documentation
- Understands fundamentals of web-based API integrations (REST, JSON, SOAP, CSV)
- Understands fundamentals of SSO (SAML, JWT)
- Familiar with API tools (eg. Postman, Insomnia, Apigee, Soap UI)
- Familiarity with inventory system workflows (ERP)
Nice to Haves
- Awareness of HIPAA and security best practices in relation to patient health information, personally identifiable information, and financial information
- Experience with Supply Chain Management workflows
- Experience writing workflow or sequence diagrams
- Able to read application code, interest in writing code
- Able to run Ruby on Rails ActiveRecord queries in the Rails Console
Benefits
- Medical, Dental, and Vision Coverage
- 401(k) Retirement Plan
- Remote-First Company
- Equity Incentive Plan
- Annual Company-Wide Bonus (up to 15%)
- Flexible Vacation Policy
- Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
- Monthly Internet Stipend
- Annual Home Office Stipend
- Co-Working Space Reimbursement
Salary:
Base: $90K-120K
*** Please note we will be starting initial phone screen interviews on the week of July 8th.
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Parachute Health
A healthcare technology company focused on digital ordering solutions to improve patient care and reduce errors.
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