Customer Support Representative
About this role
Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we’d love to hear from you.
Position Overview:
Join us as a Customer Support Representative and be at the forefront of providing exceptional support to our valued clients. This role is not just about assistance; it's about becoming an integral part of a team that values your contributions and offers room for advancement.
Job Summary:
As a Customer Support Representative, you will work with the Customer Value Delivery organization to deliver rapid assistance to client inquiries. Your challenge goes beyond just providing support; it's about becoming the linchpin of exceptional customer experiences.
Job Responsibilities:
- Login Assistance: Aid customers facing login issues, guiding them through the login process, and troubleshooting any problems they encounter.
- Password Resets: Help customers reset their passwords securely, ensuring their accounts remain protected and accessible.
- General Account Maintenance: Assist customers in managing their accounts, updating information, and resolving account-related queries.
- Technical Troubleshooting: Identify and diagnose software-related issues, escalating complex problems to the appropriate teams for resolution.
- Customer Communication: Respond to customer inquiries via email, chat, and tickets promptly and professionally, ensuring a positive and empathetic interaction.
- Documentation: Maintain accurate records of customer interactions and resolutions in our CRM system.
- Knowledge Sharing: Continuously update your knowledge of our software and services to provide effective support and share insights with the team.
- Collaboration: Collaborate and communicate with the broader Support Team, Customer Experience Team, and Product Teams timely and efficiently.
Qualification:
- 1-4 years of experience working in a professional environment, ideally directly within a customer support or custom facing function.
- Excellent communication skills in English, both written and spoken.
- Strong problem-solving abilities and attention to detail.
- Empathetic and patient demeanor when dealing with customer inquiries.
- Basic technical knowledge and the ability to learn and adapt to new software quickly.
- Previous customer support experience is preferred, but not mandatory.
- A passion for helping people and a commitment to delivering exceptional customer service
- Zendesk Experience preferred but not mandatory
- General understanding of US Healthcare System is preferred, not mandatory
Company at a glance
Definitive Healthcare is the leading provider of data and analytics, focusing on the business side of healthcare. The healthcare market is complex – our intelligence makes it clearer. We cut through the noise, offering the clarity you need to make smarter, faster, more strategic decisions. Because when you succeed, healthcare gets better for everyone.
Making sense of the healthcare market starts with the right intelligence. Our powerful SaaS solutions combine proprietary data, analytics, and deep industry expertise to help biopharma, medtech, healthcare providers, and other leaders accelerate growth and make a bigger impact.
We help you answer the critical questions you face every day—from identifying the right markets and audiences to accelerating commercialization and improving patient care.
Our customers rely on our data and analytics for a variety of strategic use cases, including:
- Total Addressable Market (TAM) definition
- Audience segmentation
- Decision-maker / ideal client identification
- Patient acquisition and retention
- Healthcare professional (HCP) targeting
- Consumer targeting
- Digital advertising / audience activation
- Key opinion leader (KOL) identification & engagement
- Clinical trends tracking & analysis
- Commercial targeting
- Market access strategy
- Go-to-market strategy
- Payor landscape intelligence
Definitive Healthcare has expanded its global client base to 2,400+ and is headquartered in Framingham, Massachusetts, with offices across the U.S., Sweden, and India. We are recognized as a great place to work, including Built In’s 100 Best Places to Work in Boston.
To learn more about how our healthcare data and analytics can help you accelerate growth and your impact on healthcare, visit us at www.definitivehc.com.
Top Benefits
- Industry-leading benefits packages
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