This position will be based out of our Merida, Mexico office. About VeratoVerato, the identity experts for healthcare, is a high growth healthcare technology company that enables better care everywhere by providing the single source of truth for identity to organizations across the care continuum. Over 70 of the most respected brands in healthcare rely on Verato’s next generation cloud identity resolution platform for a complete and trusted 360-degree view of their patients, provider networks, and customers in their communities. With significant market momentum building towards digital health transformation, Verato is experiencing hyper customer and revenue growth, doubling in last 15 months alone and growing over 50% annually over the last 3 years. More importantly, Verato celebrates 99% customer retention, exemplifying the fact that customer obsession is at the center of our growth story. Core to Verato’s strategy for continued growth is our drive to build a strong people-first... culture that attracts, develops and retains the best skills and talent in the world. Verato operates on the simple notion that a company must first and foremost take care of its employees. In turn, these employees will take care of the company’s customers, and these customers will take care of the company’s shareholders. Verato believes in empowering teams with the best tools and development available. Staff receive opportunities to expand their knowledge in areas of technology (e.g. big data, distributed/cloud computing, complex algorithms), healthcare and organizational development. As Verato continues a trajectory of high-growth and high impact, each member of the team gets an influential front-row seat as we execute our business strategy. Together, we can make a profound and positive change in healthcare as we know it today. Our Guiding PrinciplesWe are focused on continually raising the bar on excellence across the organization, from marketing to engineering to customer service. Our guiding principles are founded on integrity, teamwork, commitment, agility, privacy, and security. About the PositionAs a member of the Verato Customer Experience team, you will be a part of a dynamic environment where hustle and the desire to make things happen are an absolute must. Verato offers a solution that is the foundation for the changes that are happening in healthcare.We are seeking an Associate Support Analyst who is interested in joining a highly dynamic and intellectually inspiring team. The Associate Support Analyst role will support the successful resolution of support tickets from Verato customers, prospects, partners to help increase product adoption. The candidate will develop deep skills related to Verato products, infrastructure, and operations, and position a superior customer support experience for all customers. This position will support Verato team for customers' service experience and realization of indisputable ROI resulting in the achievement of GRR, CSAT/NPS, NRR and referenceable customer goals.Essential Functions and ResponsibilitiesReceive and respond to customer support tickets and phone calls quickly and efficientlyQuickly identify level of severity and triage customer requests accordinglyParticipate in performing data analysis on client data to draw meaningful and actionable insights for customers' next best actionsWork with the CX teams to diagnose customer issues and execute prescribed resolutionShare customer feedback and functionality requests with the Product Management teamRecognize and share with the Sales teams team any leads to facilitate upsell of Verato products when a customer’s needs that go beyond implementation use cases of the installed productContribute to a knowledge base materials like FAQ and support documentationBuild strong relationships with customers, ensuring trust and 100% satisfactionReview and test new product functionality cases for a variety of identity management domains like MDM, MPI, Data Stewardship, ProviderIdentify opportunities to improve the customer support experience, embracing a company culture of continuous optimization and enhancementsAssess support statistics and support leaders to prepare detailed reports on the findingFor high severity customer incidents, troubleshoot and contribute to team on-call rotations.ExperienceRequired:Degree in Analytics, Development, Computer Science or similar backgroundBilingual in English, Verbal and Written (Moderate to High) Excellent verbal and written communication skills, a passion for customer service, strong technical aptitude, resourcefulness, and flexibilityMust be customer support oriented and successful in building a strong team that is collaborativeAdvanced judgment, negotiation, and problem-solving skillsSuperior interpersonal skills and high sense of urgency Outstanding follow through and organizational abilityExperience in navigating cloud, APIs, scripting – including REST/SOAP API Services, BI technologies, AWS Cloud watch, Postgres, Data Wrangling/Preparation Tools, Reporting/Business Intelligence Tools Preferred:Moderate understanding of company and program policies, SLAs, and product knowledgeModerate analytics and reporting skills is a plus (KPIs, dashboards, etc.)Experience in leading or managing projects to improve systems and internal processesExperience with the healthcare industry, payer, and state and local government markets, Master Patient Index (MPI), Master Provider Index, Master Data Management (MDM)This Job Is Right for You If:Works well under pressure, with a high degree of dependability and adaptabilityDemonstrated proficiency in analytical tools and Microsoft Excel Excellent verbal and written communication skills including the ability to synthesize information to senior managementEnjoy a start-up environment with high growth potential
Mexico City CDMX Mexico

Salary Criteria