**Description**
**Why We Need You - The Mission**
Medisolv is a national leader in healthcare quality data management solutions for hospitals and providers. Its all-in-one quality management platform, ENCOR, helps healthcare organizations advance patient care by measuring and improving their performance on more than 500 national quality and safety measures, including those required by the Centers for Medicare and Medicaid, The Joint Commission, private payers, and state agencies. Medisolv now serves more than 1 ,800 hospitals and 15,000 providers nationwide. As part of a recent investment by Bessemer Venture Partners Forge in 2023, the company is undergoing a period of transformation and growth.


Reporting to the Director of Customer Support, we are looking for someone who will play an integral part of Medisolv’s support experience. This role is pivotal in maintaining customer trust and satisfaction. You will triage, investigate and resolve complex technical data related inquiries, ensuring customers receive timely, empathetic, and effective assistance. This role requires a strong understanding of cloud data platforms—including Snowflake and Amazon Web Services (AWS)—to effectively support Medisolv’s data infrastructure and help customers navigate data-related challenges.


**What You’ll Be Doing / Who Thrives in This Role**
**Customer Interaction & Ticket Management**

- Respond to customers and internal inquiries across all channels (email, portal, chat) with professionalism and urgency.
- Investigate questions and issues across all Medisolv applications.
- Triage tickets to the appropriate team member or escalate complex issues (e.g., data mapping, load errors, procedure coding) to Data Management or Engineering.
- Monitor and update ticket status using HubSpot workflows and automation tools like Stopwatch.
- Resolve tickets within SLA timelines based on assigned priority.

**Technical Support**

- Investigate electronic health record data-related issues across Snowflake and Databricks data platforms, with a focus on measure results and clinical code mapping (SNOMED, ICD-10, RXNORM) using SQL to investigate data anomalies, validate data loads, confirm row counts, and assess measure result impact.
- Update Medisolv’s internal mapping tables as requested and approved by the Customer or CCSM.
- Validate customer clinical data mapping changes by writing and executing complex sql statements in Medisolv Snowflake and Databricks platforms to confirm accurate data transformation and measure result impact prior to deployment.
- Diagnose root causes of data pipeline and integration failures using knowledge of Snowflake (virtual warehouses, stages, data sharing) and AWS infrastructure (S3, Lambda, RDS, Glue).
- Support Medisolv’s Snowflake data platform including assisting with query performance issues, data warehouse connectivity, role-based access controls (RBAC), and schema/table-level troubleshooting.
- Research and troubleshoot SFTP file upload/export issues, AWS S3 bucket configurations, IAM permissions, data transfer processes and cloud-based file storage integrations.
- Assist with general AWS infrastructure support including review of Cloudwatch logs, and Lambda execution errors for data pipeline failures and monitoring Glue job runs.
- Coordinate with Engineering on AWS infrastructure issues affecting customers, with an understanding of how AWS services interconnect within Medisolv's architecture.
- Prioritize work based on Submission Critical Status
- Monitor tickets escalated to Engineering and ensure timely follow-up

**Workflow Coordination**

- Collaborate with Application Coordinators, CCSMs, Compliance Coordinators, Data Management, and Engineering teams to ensure seamless resolution of data and technical issues.
- Participate in daily ticket review meetings to assess progress, identify blockers, and align on priorities

**Customer Education**

- Help customers understand application features and data validation processes, especially post-implementation. Guide customers on data access patterns within Snowflake and explain how AWS cloud infrastructure underpins Medisolv’s data delivery pipeline.
- Advocate for customer empowerment through education and transparency using Knowledge Center articles when applicable.

**What You'll Accomplish - Your Performance Objectives**
**In your first 30 days:**

- You will onboard and get to know the people, products and departments that make Medisolv run.
- Successfully complete onboarding and product training.
- Gain proficiency with internal systems, tools, and processes (e.g., CRM software, Snowflake data platform, AWS cloud services).
- Shadow experienced team members to understand customer interactions and best practices.
- Begin handling basic customer inquiries independently with guidance.

**In Your First 3 Months, You Will**

- Achieve full proficiency in handling customer inquiries including responding to customers and internal inquiries via email, portal, and chat with professionalism and urgency.
- Maintain accurate and thorough documentation of customer interactions by monitoring and updating ticket statuses using HubSpot workflows and automation tools like Stopwatch.
- Meet or exceed key performance metrics, including first response time and customer satisfaction scores.
- Build strong collaborative relationships with team members and other departments.

**In Your First 6 Months, You Will**

- Identify recurring customer issues and proactively suggest process improvements.
- Take ownership of more complex customer concerns, resolving them with minimal supervision.
- Act as a resource for newer team members, assisting with onboarding or training as needed.
- Begin contributing to knowledge base updates or customer support documentation, including creating resources on Snowflake and AWS-related topics relevant to Medisolv’s platform.

**In Your First 12 Months, You Will**

- Consistently exceed performance metrics and customer satisfaction goals.
- Take the lead in team initiatives aimed at enhancing the customer experience.
- Collaborate with other departments to advocate for customer-centric changes and innovations.
- Be recognized as a subject matter expert in customer support processes and tools, including Snowflake data platform operations and AWS cloud services as they relate to Medisolv’s data infrastructure.

**Who We're Looking For - The Competencies That Matter**
**You are a doer**
. You take initiative and enjoy driving tasks from inception to completion. You probably have a strong bias for action and may even become frustrated when things come to a stalemate. You use this frustration in a positive manner to drive towards a solution to move things forward.


**Collaborative**
. You have empathy for your colleagues. You demonstrate and influence cross-functional collaboration within the company and seek out opportunities to build relationships with others even when difficult personalities or politics stood in the way.


**Flexibility**
. You understand that at growth stage companies, things will evolve, and you may have to be flexible in your approach and in your expectations. You are open-minded and adapt well to changing environments as a company grows and scales.


**Growth Mindset.**
You love a challenge. You are intellectually curious and love to figure out how things work. You have a diverse set of interests inside and outside of work. You can articulate areas where you have worked hard on improving yourself over time.


Resilient. You embrace change. You are optimistic. It's not how many times you get knocked down, it's how many times you get up.


*Medisolv is committed to creating a diverse and inclusive workplace. We believe that diversity drives innovation, and we are dedicated to fostering an environment where all employees feel valued and respected.*
*Candidates must successfully complete a pre-employment background check and be legally authorized to work in the United States, as sponsorship is not available.*