Note: This position is open exclusively to candidates currently enrolled in the Hiring Our Heroes Fellows Program. Applications from individuals not participating in the program will not be considered.
Phreesia is looking for a Senior Technical Associate fellow! This role is responsible for the first and second levels of technical, product usage and account administration support for Phreesia's clients. This role will heavily rely on client inbound support, as well as communication through our support cases. As both the initial point of contact and a level two knowledge resource, you will be responsible for providing an excellent level of customer service while effectively troubleshooting and resolving technical issues, executing configuration changes, assisting with product navigation, and escalating issues as required.
Through your experience as a Senior Technical Associate, you will be exposed to different aspects of technical support, product configuration, and client management. You will also be responsible for sharing your acquired knowledge with entry-level agents to drive their growth. We are looking for someone who is a strong problem solver, detail-oriented, comfortable in a fast-paced environment, and has experience working with internal and external customers. This position will provide you with a strong foundation of skills and capabilities to grow your career in our technical support stream.
Description of Duties:
- Own the majority of their case investigation to a complete resolution with minimal assistance
- Mobilize the team and act quickly during incidents & escalate issues to Seniors (RS/SRS/Leadership) without hesitation
- Work closely with the Sr. TA, RS, and SRS team to assist in the stream of support (assist on level 1 escalations, provide context to senior teams, etc.)
- Support and mentor both new & current Technical Associates to continue to develop their knowledge of processes, cases, etc. Help them identify a client’s needs and assist them in meeting the client’s expectations
- Assist your team members on cases or issues where they need guidance on workflow, next steps, resolution etc., and provide helpful next steps that are clear for the Technical Associate to follow
- Work collaboratively and share your knowledge & resources with other members of Phreesia outside of your organization
- Demonstrate ability to close progressively more complex technical cases
- Establish and maintain client relationships by driving a client-focused culture by advocating for the client and recommending solutions until the client is satisfied
- Have an above-average understanding of the way Phreesia interacts with the integrated PM/EMR system
- Help provide business/workflow recommendations that align with best practices
- Understand recommended solutions given to you by Senior agents
- Share ideas for product and service enhancement
