Customer Support Analyst

Traditionally, healthcare software has been chronically closed-source. This has forced health systems into a battle of competing priorities — patient experience, clinical workflows, affiliate referrals, business outcomes, marketing initiatives. No one system can do it all, yet they aren’t made to integrate or communicate with each other. This leaves health systems with big gaps to try and piece together themselves on the back end. 

At blockit, we are designing a better way forward in healthcare — with open access, seamless integration, and the ability to platform any workflow. 

Unlike other closed border, walled garden solutions, blockit is built to play well with others. Our proprietary integration engine bridges the gap between patients, providers, data, systems, and departments. 

Since our founding in 2016, we’ve formed partnerships with and designed solutions for some of the largest and most reputable health systems — especially in the areas of patient scheduling and closed-loop referral management. 

By using blockit to platform their existing workflows, and to design new ones, these health systems have meaningfully improved access to care for their patients, evidenced by these two examples:

• At a large for-profit health system, ED referral follow-through rates increased from 25% to 82%

• At a large not-for-profit health system, the time to schedule a patient in the call center dropped from 8 min to under 2 min.

If you want to connect it, we can do it. We are built to bring systems together — not keep them apart.

The Customer Support Analyst is blockit’s initial line of defense supporting customers with their successful adoption of the BlockIt platform. In this position, you will play a key role in ensuring that our customers are maximizing the potential of the blockit platform, by providing seamless communication between customers and internal teams. On a typical day, you will provide technical support to both internal teams and external customers, using available communication tools. You will provide troubleshooting and issue resolution to service tickets through the Zendesk platform and following the organization and customer SLA’s.

This position requires training to be completed in the McKinney office. Once successful training is completed, a hybrid schedule will be determined. 

Key Responsibilities: 

• Manage, troubleshoot and resolve lower, technical severity tickets using internal resources and independent research as needed
• Collaborate with internal team members to resolve challenging tickets and find new solutions 
• Document all activity in appropriate platforms in a timely manner, clearly communicating status, outcome, and ticket details throughout resolution
• Manage individual ticket volume, delivering on contractual SLA’s and providing white glove support to both customers and internal stakeholders.
• Provide exceptional customer support, delivering positive CSAT’s and meeting individual KPI’s.
• Escalate tickets to appropriate internal stakeholders/channels when a solution cannot be resolved independently.
• Be proactive in finding innovative and effective solutions to support customers, team members and internal stakeholders.
• Build and maintain strong working relationships with internal and external stakeholders.

Skills and Abilities:

• Excellent interpersonal skills with an emphasis on verbal/written communication, managing relationships, and professionalism 
• Strong attention to detail, time management, and organizational skills
• Highly collaborative, innovative and solution-oriented 
• Customer centric, with a strong desire to resolve customer issues with positive outcomes 
• Ability to identify the root cause, provide troubleshooting and identify a solution to move forward
• Ability to work cross functionally with internal stakeholders in a fast paced environment
• Proficient with customer support ticketing systems, help desk platforms and/or ability to quickly learn new technical platforms.  Experience with Zendesk, Slack, and Google Workspace is a plus.
• Ability to maintain poise and work through escalations and/or challenging requests

Education and Experience 

• High School Diploma or an equivalent education required 
• 1-2 years experience in Customer Support position or related field required
• Experience working in a SaaS, healthcare technology/IT, or healthcare B2B environment highly preferred 
• Experience working in a startup environment is desirable 

blockIt Culture and Success:

• Collaborative team players with strong critical thinking and problem-solving skills
• Leadership presence with an ability to engage and influence key stakeholders across the organization and make an impact 
• Thought leaders that cultivate a culture of out-of-the-box thinking and innovation
• Self-driven and motivated with a desire to succeed in a fast-paced, changing environment
• Team collaboration is encouraged to build strong meaningful relationships, while freely exchanging thoughts and ideas
• High emotional IQ with an ability to stay calm under pressure
• Keep a learning mindset, while recognizing failures and celebrating successes
• Possess solid data and insights-driven business acumen 

What We Offer:

• Experience in Shaping and Delivering a Leading Edge Healthcare Technology
• Competitive Compensation Package
• Health and Wellness Group Benefits Plan
• 401K and Matching
• Very Progressive PTO policy
• Cultural Focus on Work-life balance
• Vacation Expense Reimbursement 
• Hybrid and Remote based roles 
• Access to role-based professional development/training opportunities

All information will be kept confidential according to EEO guidelines.