Customer Support Analyst

Title: Customer Support Analyst

Location: Philadelphia, PA

Job Description:

ROLE OVERVIEW

As a Customer Support Analyst, you will assist our customers with technical issues, inquiries, and concerns related to all of HealthVerity’s products or services with a primary focus on RWD. You will play a critical role in ensuring customer satisfaction by providing timely and effective resolutions to problems. Customer support analysts possess a deep understanding of the product or service they support, enabling them to troubleshoot issues, offer guidance on usage, and provide solutions tailored to the customer's needs. You will interpret customer issues and own triage through creative problem solving to initiate tier one support and enhance the customer experience through timely remediation. You will serve a vital role in maintaining strong customer relationships and fostering loyalty to the brand or company they represent.

KEY RESPONSIBILITIES

• Serve as the first line of support and point of contact for HealthVerity’s customers.
• Work cross-functionally with the DI&A, Delivery, and Data Operations groups to interpret our client deliverables.
• Triage common RWD questions through contract review, validation of delivery specifications, internal data investigation, and external query logic assessment.
• Develop a deep understanding of HealthVerity’s healthcare data assets.
• Remediate and/or initiate remediation procedures for customer issues.
• Create a knowledge repository of data issues inclusive of use cases, triage steps, and resolution scenarios.
• Develop client-facing documentation for common data questions and answers. 
• Document and identify areas for process improvement within current workflows through a lens of enhanced customer experience and streamlined processes
• Serve as Tier 1 support across HealthVerity’s product suite
• Maintain high levels of customer satisfaction through thorough and prompt inquiry resolution

QUALIFICATIONS

Required

• 7+ years’ experience in the data industry, preferably in a big data environments
• 5+ years’ experience working with healthcare data assets
• Proficient in programming against large data assets; expertise in SQL 
• Ability to gather requirements, test strategies, design deliverables
• Proven analytical, evaluative, and problem-solving abilities
• Extensive experience working in a team-oriented, collaborative environment

Preferred

• BS degree in math, statistics, or a healthcare related field 
• Knowledge of Python and/or Databricks
• Experience with AI tools (e.g. ChatGPT, Claude, Gemini)
• Experience with Salesforce.com (e.g. ServiceCloud)

Base salary for the role is commensurate with experience and can range between $100,000 - 135,000 + annual bonus opportunity.

Hiring Locations

Our main office is located in Center City, Philadelphia, where we operate on a hybrid model with in-office work required three days a week for local employees. We believe collaboration is most effective when teams come together, which is why we prioritize hiring in the Philadelphia area.

For certain roles, we also hire from hub locations—regions where we have an established presence with multiple team members working remotely. While these employees primarily work from home, we bring them together in person at least once a year for team-building, collaboration, and strategic planning.

Due to tax and labor regulations, we can only hire from specific states. Remote work is supported in the following key hub locations and approved states:

Hub Locations:

• Philadelphia, Pennsylvania
• Boston, Massachusetts
• New York City, New York
• Baltimore, Maryland
• Washington, D.C.
• Charlotte, North Carolina
• Raleigh-Durham, North Carolina
• Atlanta, Georgia
• Chicago, Illinois

Approved States for Remote Work:
CT, DE, FL, GA, IL, IN, MA, MD, MI, NC, NJ, NY, OH, PA, TN, and VA.

About HealthVerity

HealthVerity is the leader in privacy-protected real-world data exchange, transforming how healthcare and life sciences organizations connect and analyze disparate patient data. By enabling access to the industry’s largest RWD ecosystem, HealthVerity supports critical applications in clinical development, commercial strategy, regulatory decision-making, and public health. 

Why you'll love working here

We are making a difference – Our technology is at the forefront of some of the biggest healthcare challenges in the world. 

We are one team – Our people define our culture and always will. We take time out to celebrate each other, and acknowledge the value that each of us adds towards our greater mission. Come share all you have to offer.

We are learners – Every team member is continually learning, no matter if we've been in a role for one year or much longer. We are committed to learning and implementing what is best for our clients, partners, and each other.

Benefits & Perks

Our benefits package is thoughtfully designed to support and enrich the experience of our full-time employees, with eligibility limited to those in permanent positions.

• Compensation: competitive base salary & annual bonus opportunity (for non-commissioned roles)
• Benefits: We offer health, dental, and vision coverage starting on day 1. We also offer a 401(k) plan and an equity program, with new hire equity grants beginning at the Director level and above.
• Flexible location: Remote workdays and 3 days a week of in-office collaboration for team members in the Philadelphia area. Check location requirements with the recruiting team.
• Generous PTO: Take time off as needed, targeted at 4 weeks per year, including vacation, personal and sick time, plus paid parental leave.
• Parental Leave: 12 weeks paid leave for childbearing, surrogacy, and adoption; 6 weeks for non-childbearing parents.
• Comprehensive and individualized onboarding: mentorship program, departmental talks, and a library of resources are available beginning day 1 for each new team member to minimize the stress of starting a new job
• Professional development: biweekly 1:1s, hands-on leadership that is goal-and growth-oriented for each team member, and an annual budget to support professional development pursuits

We believe incorporating different ideas, perspectives and backgrounds make us stronger and encourages an environment where ageism, racism, sexism, ableism, homophobia, transphobia or any other form of discrimination are not tolerated. All qualified job applicants will be given consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. At HealthVerity, we’re working towards an innovative and connected future for healthcare data and believe the future is better together. We can only do that if everyone has a seat at the table.