Help Desk Associate

This role is local to Nashville, TN.

Medalogix is a one-of-a-kind data analytics company in the post-acute care space. We are transforming home health and hospice agencies by leveraging cutting-edge data science, machine learning, and innovative cloud technology to equip clinicians and agencies to provide the right care at the right time.

The Company's five machine learning products have demonstrated improved patient outcomes and reduced costs to the healthcare system, including reduced hospitalization, appropriate and timely transitions to end-of-life care, and optimized visit utilization for patients. Medalogix is poised for tremendous growth, as skilled home health and hospice care are positioned as the lowest-cost providers in an industry shifting to value-based care.

Job Summary: The Help Desk associate will work closely with our Technology Team to become an expert in our suite of web apps and provide fast and useful technical assistance to our clients. This person will be responsible for managing our customer support process to understand the technical issues our clients face and offer advice to solve them.

Responsibilities:

Serving as the first point of contact for customers seeking technical assistance related to our products

Performing remote troubleshooting and determining solutions based on the issue and details provided by customers

Walk the customer through the problem-solving process

Escalate unresolved issues to the appropriate department or individual

Record events and problems and their resolution

Follow-up and update customer status and information

Requirements

Experience in a customer-facing position. You know how to calmly and patiently manage difficult customers.

Good understanding of computer systems, mobile devices and other tech products.

Good problem-solving, analytical, and team-working skills.

Ability to diagnose and resolve basic technical issues

Fluent/native English proficiency

Excellent communication and interpersonal skills.

An interest and openness to learning new technologies.

Ability to communicate technical information, both verbal and written, to a wide range of end-users

Benefits

WHY MEDALOGIX?

• High Growth and Awesome Culture: Medalogix has grown 100%+ for three straight years, with continued material growth planned over the next three years. This success is achieved through passionate, high-functioning talent focused on success. We work hard through our core virtues: Be Badass, Dream Big/Act Small, Do No Harm, and Row Together.
• Meaningful Work: Our products are used by healthcare providers in their day-to-day care programs. Our company's work directly impacts patient care in the home.
• Modern Technology Products: At the core Medalogix is a technology company. We build modern, cloud-based SaaS software underpinned by data science and data engineering. Our technology team is passionate about using leading tools and practices in our daily work. Our market leading products are designed to equip home health and hospice agencies with technology to provide the right care at the right time. Medalogix products have received recognition from The Boston Globe, Fierce Healthcare, Becker's Hospital Review, HIMSS, and Harvard Business Review.
• Competitive Compensation and Benefits: Medalogix provides big company benefits in a smaller company environment. We provide competitive compensation along with awesome benefits including 401(k) matching.

BENEFITS / INCENTIVES

• Highly sponsored and a variety of Healthcare Plans (PPO, HSA, and FSA)
• Dental and Vision Insurance
• Immediate vesting in the 401(k) with Company Match
• Maternity/Paternity Leave
• Celebration of 'Wins' with Team Outings and Events
• Generous Paid Time Off with an additional (8 Paid Holidays, Floating Holiday, and Company Sponsored Volunteering Holiday)
• Free Downtown Parking (When applicable)
• Referral Bonus Opportunity

Medalogix provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.