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About the Role
Join the healthcare information technology team that’s turning drug and medical device data into knowledge used by thousands of hospitals, health plans, pharmacies, and millions of healthcare decision makers. Partnering with customers, you’ll help evolve leading-edge thinking into reality and make a measurable difference in improving human health. We’re looking for people who are intelligent, productive, committed, innovative, and passionate about making a difference.
Responsibilities
- Provide front-line customer support by phone and email, including technical support, feature and functionality guidance, and application troubleshooting.
- Own customer cases from intake through resolution, keeping customers informed about status, next steps, and expected follow-up.
- Troubleshoot complex or recurring issues and coordinate with internal teams to reach timely resolutions.
- Serve as a day-to-day resource for Customer Support colleagues on case handling, troubleshooting, processing questions, and FDB products.
- Provide peer coaching and feedback and help identify team training needs and opportunities to strengthen product and process knowledge.
- Monitor the support queue and relevant service measures, identify emerging risks, and help ensure cases receive appropriate and timely attention.
- Identify patterns in customer inquiries, issues, and feedback, and raise recurring or high-impact concerns to management and the appropriate internal teams.
- Help develop, maintain, and improve support processes, knowledge resources, and customer-facing documentation.
- Represent Customer Support in cross-functional initiatives and share customer insights that can inform product, process, and service improvements.
- Take on special projects and other customer support responsibilities as assigned.
Requirements
- Five or more years of experience in customer service, technical support, or a related field.
- Strong customer service, troubleshooting, and problem-solving skills.
- Excellent written and verbal communication skills, with the ability to explain information clearly to both clinical and non-clinical audiences.
- Sound judgment, empathy, and professionalism when handling customer concerns and escalations.
- Strong organization and time-management skills, including the ability to prioritize competing work and follow through independently.
- Ability to work effectively both independently and as part of a collaborative team.
- Proficiency with approved AI-enabled tools for research, case summarization, and drafting, with the judgment to verify outputs and follow company policies for customer and confidential information.
Skills
- Customer service
- Technical support
- Problem-solving
- Written communication
- Verbal communication
- Organization
- Time-management
- AI-enabled tools
- Electronic health record (EHR) systems
- APIs
- Healthcare
- Pharmacy
- Hospital environments
- Software support
- Healthcare data support
- Technical product support
- Case management systems
- Customer support systems
- Database concepts
- Peer coaching
- Case quality review
- Service measure monitoring
- Support process improvement
Location
- San Francisco, CA
- Carmel, IN
Work Type
- Full-time
Experience Level
- Lead
Salary/Compensations
- $72,000 to $86,000 (San Francisco, CA)
- $53,000 to $64,000 (Carmel, IN)
- $53,000—$86,000 USD
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Long term disability insurance
- Life insurance
- Matching 401k
- Flexible spending savings account
- Paid holidays
- Paid time off
- Employee assistance program
About the Company
- FDB is the leading provider of drug and medical device knowledge that helps healthcare professionals make precise decisions.
- FDB enables information system developer partners to deliver valuable, useful, and differentiated solutions.
- Offers more than three decades of experience in transforming medical knowledge into actionable, targeted, and effective solutions that help improve patient safety, operational efficiency, and healthcare outcomes.
- Values Integrity, Respect, Responsibility, Teamwork, and Creativity.
- Offices in South San Francisco and Indianapolis have been awarded Top Workplaces honors since 2016.
- Offers competitive salaries and extensive benefits.
Equal Opportunity
- We are an Equal opportunity employer – vets/disabled.
- We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
- Hearst is required to include a reasonable estimate of the compensation for this role if hired in San Francisco, CA, the reasonable estimate is $72,000 to $86,000.
- If hired in Carmel, IN, the reasonable estimate is $53,000 to $ $64,000.
- For more information about our commitment to equal employment opportunity, please visit EEO is the Law, EEO is the Law Supplement, Pay Transparency, and FDB EEO/AA Statement.