Job details
Job type full-time
Full job description
Overview: introduction
First, we invite you to take a pauseYou just took the first step on a potential new career path and that should be celebrated.
Second, it is important to us that you know at alegeus we are intentional about cultivating a diverse and inclusive cultureWe challenge one another to recognize biases, honor our identities and celebrate our differences – these values enrich our workplace and drive our business forwardWe recognize that our bold vision of transforming the healthcare industry requires the perspectives, experiences, talents, skills and passions of a diverse populationWe believe that if our consumers come from all walks of life, so should weAlegeus is dedicated to promoting fairness and equality across all identities and our inclusive innovation committee holds us true to our commitmentApply with confidence that you are joining an organization – a family – that is steadfast in making a difference.
Finally, if you are interested in any of the bullet points below – just apply! we don’t expect our applicants to be a cookie-cutter match to the job descriptions we post, and we certainly don’t expect you to know everythingWe would much prefer driven individuals who are willing to learn than someone with 100 years of experience, but no passion for what they doWe know potential when we see itSo, take a chance and roll the dice; you might just find yourself landing your dream job.
Summary
If you are interested in disrupting the healthcare market, and have the passion and competence to do so, this is your organizationWe encourage you to lean in and read on.
Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcareOver 300 clients – including health insurance plans, third party administrators and financial institutions – leverage alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annuallyAs the healthcare and benefit markets continue to evolve, alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers.
Alegeus is part of the vista equity partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplaceOur talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.
Position summary: alegeus seeks an entry level devops analyst to join our dedicated, passionate team of professionalsThe devops analyst will report to the manager, devops and be responsible for helping our company succeed by resolving technical support issues for our business clients.
Mission: to resolve technical support issues for internal and business clients in timely an efficient using technical expertise and product knowledge to assist in resolving higher level technical issues for the company.
Responsibilities:
Outcomes:
Maintain an average quality assurance score of 3.0 or above on a weekly basis for customer support ticket
Maintain a case closure without re-open rate of 95% or above
100% call back rate on on-call issues
Role-based competencies:
The desired candidate should have a high aptitude for problem-solving and critical thinkingThe candidate will use these skills combined with product knowledge of alegeus systems to help solve the more difficult technical issues for the company and business clientsThe candidate must be able to handle a fast-paced environment and be able to multitask in the pursuit of resolving company and business client cases.
Values (the “how”)
At alegeus, equally important to the “what” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “how” (the framework of principles that guide how we work together to drive our business forward)Overall performance success will also take into account individual delivery on our corporate values:
Care personallyWe connect personally to our `why` - are passionate and purposeful
Put the end-user firstWhen we put the end user first, we believe the rest falls into place
Consistently challenges the status quoWe believe that the best solutions haven’t been discovered yet
Practice the art of inspectionWe will turn over every stone to gain deeper insight to guide our actions
Solve the real problemWe will constantly orient on the true issue at hand and accurately and fully address
Responsibilities:
Diagnose, troubleshoot, and resolve software application, data transfer, and connectivity issues related to service and product offerings.
Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers.
Work closely with engineering, development, and product management teams on technical escalations and product improvements.
Communicate by translating technical issues to internal and client business contacts
Document recurring technical issues to support product quality programs.
Create documentation around support processes and issues usable by technical and non-technical users.
Rotating weekly on-call scheduled for high priority issues on nights and weekends
Qualifications:
Education/experience:
Ba/bs required with specialization in mis, computer science or equivalent preferred
Experience with end user technical support for software applications.
Experience with sql (ms sql, oracle, etc.)
Experience in csv/fixed file format review.
****entry level position*****
