Customer Support Analyst IV - Lumere at Lumere, a GHX Company

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As Lumere's sole Customer Support Analyst, you will be responsible for providing white-glove client support to our end-users and assisting customers with account configuration updates to ensure they maximize value from Lumere's solutions. You'll manage customer requests end-to-end, leveraging technical expertise and internal resources to identify user issues and perform appropriate troubleshooting in a timely, friendly manner. You will engage directly with customers to understand account configuration preferences and help setup their accounts for success. You will also monitor client support data and drive opportunities to improve our client support operations and overall user experience.The successful candidate is a self-starter and relentless problem-solver who shares an obsession for delivering world-class client support with exceptional service and operational excellence.This position will report directly to Lumere's Client Services Director. Responsibilities Include:
  • Lead Lumere's technical support process:
    • Prioritize and resolve client support inquiries through various channels (email, in-application chat, and phone) from 8:30 AM - 5 PM Monday - Friday
    • Translate complex technical requirements into easily digestible client-facing language
    • Perform troubleshooting analyses and apply findings to best resolve client support requests (issues may range from understanding and diagnosing user error to identifying software bugs and usability enhancements)
    • Consistently document and track client support interactions
    • Monitor internal reporting to proactively identify and tackle issues
    • Monitor and report client support data to help improve the overall user functionality
    • Maintain scalable, efficient client support process that ensures quick, high-quality resolutions to users with a white-glove experience
    • Collaborate with Client Success, Product Management, and Engineering teams to proactively identify and improve user functionality
  • Assist in design and configuration of customer accounts:
    • Support the design and configuration of Lumere's solutions according to client needs during both the implementation phase as well as ongoing support
    • Respond to client requests to optimize their account setup and proactively assess gaps in client's ability to drive value in the software, leading interventions to improve overall account management
    • Monitor account configurations across Lumere's client base, ensuring accounts are set up according to Lumere's standards and the client contract
    • Support the Product team in roll out of client changes that impact existing or new account configuration options
Qualifications:
  • 3+ years experience in client support, configuration, or IT/service desk; software support preferred
  • Proactive problem solver who seeks out issues and resolutions
  • Sophisticated ability to deliver an amazing customer experience
  • Strong communication skills (both written and verbal)
  • Empowered individual who sees tasks through to completion
  • Excellent attention to detail and prioritization skills
  • Ability to build relationships with various personalities/teams
  • Keen eye for process improvements and efficiency
  • Growth-company DNA-excels in fast-paced environment with competing priorities and deliverables
Estimated Salary range for this position: $25.24 - $34.83The base salary range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies, and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/ About Lumere:At Lumere, we are clinicians, researchers, engineers, analysts, marketers, and strategic thought leaders focused on one mission: helping hospital leaders and physicians deliver the highest quality, most efficient care by uncovering and eliminating unwarranted care variation and unnecessary costs - specifically related to device selection and utilization. Our vanguard approach? Partnering with health systems to ensure that care delivery choices are always backed by data and guided by evidence, device costs are justified by clinical outcomes, and doctors and hospital leaders have access to the right insights and analytics to make the best care decisions for every patient.We are a customer-oriented company. We pride ourselves on providing high touch customer service focused on aligning customer utilization with industry best practice to ensure they can get the utmost value from their partnership with Lumere. Our Customer Support Analyst plays a critical role in the customer's journey with Lumere.GHX: It's the way you do business in healthcareGlobal Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 800 people worldwide. Our corporate headquarters is in Louisville, Colorado, just outside of Denver, with additional offices in Europe, Chicago, Illinois, and Omaha, Nebraska.DisclaimerGlobal Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement. GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
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    • DjangoFrameworks
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    • PostgreSQLDatabases
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    • SalesforceCRM

Location

Millennium Park in the summer, Kris Kringle Market in the winter, great restaurant options all year round...our corner of The Loop has it all!

An Insider's view of Lumere, a GHX Company

What are some social events your company does?

Lumere sponsors an annual event known as the Bleacher Bash where employees take the afternoon off to cheer on the Chicago Cubs from the outfield bleachers of Wrigley Field. After the game we head to a nearby karaoke bar for a night of singing and team bonding. I've helped with planning and take great pride in contributing to the culture at Lumere.

Zach

Category Advisor

How do you collaborate with other teams in the company?

We collaborate with Product, Research and Data Ops to update our analytics services to handle a specific subset of medical device data. Our Ops teams get the data, our medical research teams teach us how to interpret it, and our product teams hammer out the UI and task breakdown. It’s complicated and interdependent, which makes it satisfying work.

Sydney

Junior Software Engineer

What is your vision for the company?

In addition to helping our customers push the frontiers of evidence-based medicine, we want to be one of the best places in Chicago for technologists to hone their craft. We think the best way to do that is to build a great team that's as excited about advancing our technology as our mission in healthcare.

Will

CTO

What are Lumere, a GHX Company Perks + Benefits

Culture
Volunteer in local community
Culinary Care
Friends outside of work
Eat lunch together
Intracompany committees
Affinity Groups, Sports teams, GrassRoots Environmental Group, Book Clubs, Manager Forums, etc.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Available as part of our health insurance plan offerings
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
We offer 4 plans along with Dental and Vision Insurance.
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary caretaker and also provides 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Lumere provides flexible work hours.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
We operate with a flexible PTO accrual plan with increases at 2 and 5 years of service.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Unlimited
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
We look forward to gathering in the Vault for our monthly town hall.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

Additional Perks + Benefits

Health and wellness initiatives: discounted gym membership, in-office yoga and meditation, variety of snack and beverage options, monthly catered lunch, and more! • Competitive compensation package (includes equity • Social events: Books and Brews, game nights, recreational sports leagues, team outings, fireside chats, and volunteer programs • Ongoing professional development and mentorship opportunities • Open and collaborative office environment, standing desks, beer and cold brew on tap, and casual dress

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