Accolade, Inc.

Compensation

Full Description

About Transcarent Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care Who we are Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care. We are looking for teammates to join us in building our company, culture, and Member experience who: Put people first, and make decisions with the Member’s best interests in mind Are active learners, constantly looking to improve and grow Are driven by our mission to measurably improve health and care each day Bring the energy needed to transform health and care, and move and adapt rapidly Are laser focused on delivering results for Members, and proactively problem solving to get there _____________________________________________________________________________________ About this role The Support Analyst’s mission is to delight end users, whether internal or external, through technology services and support by demonstrating compassion and understanding while driving towards resolution. You will apply your knowledge of our applications, systems, and infrastructure to help identify the root cause of issues and determine a resolution. You will enforce a positive experience for those who have identified challenges by communicating clearly and often while demonstrating competence, empathy and a desire to serve. You will continue to learn as we transform our technology platforms using cloud based platforms and tools. What you’ll do Respond to requests for assistance through email, telephone, live chats from both internal and external customers. Troubleshoot issues, provide standard resolutions, and escalate non-standard issues that arise within our portfolio of applications Provide triage and escalation to urgent incidents Collaborate with development teams to identify root causes and develop resolutions to recurring problems. Develop improvements to our Service Management tools, including Jira Service Desk, Statuspage and Slack. Demonstrated the ability to diagnose and resolve issues on our computing platforms. Established constructive working relationships both within the C3 team as well as with infrastructure and development teams. Develop an understanding of how our business uses the technology we support to provide functional assistance to users. Primary point of contact for client level incidents and service requests. What we’re looking for Bachelors Degree or technical certification in Computer Science or related field 1-2 years related experience Excellent communication and customer service skills Experience using and troubleshooting desktop/laptop operating systems and mobile applications Experience using Zendesk CRM Preferred Qualifications: High level of attention to detail Experience managing escalated clients through phone or chat contact methods Comfortable in a constantly changing environment Bilingual (English/Spanish) The hourly rate for this role is: $19.45 Total Rewards Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options. Our benefits and perks programs include, but are not limited to: Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO. HDHP medical plan with generous employer contributions towards an HSA 401(k) Retirement Plan with matching employer contributions Accrued Vacation time Accrued Sick & Safe Time Off Generous Holiday Schedule + 5 floating holidays Paid parental leave Subsidized commuter benefits programs Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Headspace 1 Volunteer day per year Location You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US. Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.