HealthierHere is hiring for the role of Connect2 IT Customer Support! Please see information about the role and how to apply below.

Position Details

REPORTS TO: Chief Financial and Operations Officer

CLASSIFICATION: Full-time/Exempt

HIRING PAY RANGE: $85,000 - $105,000

BENEFITS: 100% Paid by employer: medical, dental, vision, life, AD&D, LTD. 403(b) Retirement matched at 5%; increasing to 10% over time, 100% immediate vesting. PTO: 3 weeks’ vacation, 2 weeks sick, 4 wellness days, 13 holidays, $750 annual wellness benefit, and optional Flex plan and dependent coverage.

WORK LOCATION: Currently we are fully remote with occasional in-person events. A hybrid approach is planned for Q1/2025 with a location in King County, WA

WORK SCHEDULE: Monday – Friday, 8:00 am to 5:00 pm

Position Overview

HealthierHere is the backbone entity for a cross-sector collaborative working to address health disparities and improve health outcomes for people in King County by improving the current system of care. This work centers community and Tribal voice along with healthcare and social service providers in the co-creation and implementation of strategies designed to provide access to culturally appropriate care, support and services that help people achieve the health outcomes that they desire for themselves. Principles of equity, anti-racism, decolonization, and authentic community engagement serve as the lens that shapes the way we do business.

HealthierHere co-designed the Connect2 Coordinator (C2C) to facilitate electronic referrals, increase resource access via a shared directory, and enhance visibility of care providers. This system aims to improve health equity by fostering community collaboration and efficient care coordination. Connect2 Coordinator is a client management platform developed by HealthierHere that can be used to support Community Hub efforts under the Medicaid Transformation Project (MTP) 2.0. It enables case management partners to collaborate across systems, make closed-loop referrals, and share information across healthcare and social service providers. Supported by the Connect2 Exchange database, it integrates with systems like Care Connect Systems (CCS) and Vision Link.

The Connect2 IT Customer Support will report directly to the Chief Finance and Operations Officer. This role is essential for ensuring high-quality customer service and technical assistance to our internal and external users. This role is responsible for designing and delivering providing Tier 1 support training to customers. The IT Customer Support manages and executes Tier 2 support tickets through HubSpot. They will manage issue escalations within the product team and drive continuous tiered support process improvement. The ideal candidate will have a strong information technology background, with a deep understanding of customer support best practices.

Major Responsibilities

This position is part of a dynamic Connect2 team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction.

IT Support:

• Develop expertise on the Connect2 platform to support customers, solve technical issues and inform product enhancements.
• Investigate and resolve open Tier 2 technical issues and changes related to the Connect2 platform.
• Responsible for writing, managing, and updating Tiers 1 and 2 standard operating procedures.
• Collaborate with Sr. Product Operations Manager to establish and maintain Tier 2 service level agreements (SLAs).
• Execute prioritized Connect2 data extracts, system setting changes, and reports.
• Serve as primary point of contact for batch data uploads to the Connect2 platform.
• Serve as product and customer liaison for Tier 2 issues escalated to Tier 3.
• Support root cause analysis of incidents and issues, identify underlying causes, and recommend preventive measures to Sr. Product Manager for implementation.
• Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Propose process enhancements, automation, and efficiency improvements to enhance service delivery.

Customer Support:

• Act as primary point of contact for Tier 2 customer support to ensure seamless issue resolution.
• Coordinate Tier 2 tickets intake, resolution, or escalation.
• Lead Tier 2 support triage with key product team stakeholders.
• Ensure Tier 2 tickets are resolved or updated within service level agreements (SLAs).
• Collaborate with product, community hubs, and other IT staff to find solutions promptly.
• Prioritize and manage multiple tasks effectively while adhering to SLAs.
• Provide training to Tier 1 support staff.
• Provide Tier 2 ticketing process and procedure training to onboarding customers.
• Maintain capacity to support On-Call team to resolve Urgent Incidents.
  

Minimum Qualifications

• 3-5 years of customer support or equivalent experience.
• Experience in managing Service Desk operations (with a proven results driven track record).
• Ability to continually raise performance and achieve excellent customer service.
• Served as primary point of contact related to providing IT/technical support to customers
• Strong problem-solving abilities to work independently and collaboratively.
• Customer-centric mindset, detail-oriented and organized.
• Excellent interpersonal skills with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language.
• Ability to handle confidential information appropriately.
• Strong people skills and ability to both listen and communicate effectively.
• Proven leadership and strong organizational skills.
  

Preferred Qualifications

• Technical/IS Degree completed or in process, certifications, or equivalent experience.
• Proven expertise with Microsoft 365 Word and Excel applications, and ticketing/tracking systems, such as HubSpot Jira, and Planner.
• Experience with Azure cloud hosting
• Experience with Microsoft SQL Server and/or Microsoft PowerBI
• Ability to support the creation of workflows, and assessments.
• Strong skills in troubleshooting and repair of .CSV batch uploads and extracts.
• Ability to research solutions and information regarding technical issues.

Commitment to Diversity, Equity and Inclusion

As an equal opportunity employer, it is the policy of HealthierHere to provide equal employment opportunity to all its employees and applicants for employment, and to assure that there is no discrimination against any person on the basis of his or her race, color, sex, religion, marital status, national origin, age, sexual orientation, citizenship, veteran status, or the presence of any sensory, mental, or physical disability in accordance with state and federal laws. HealthierHere is an equal opportunity employer committed to an inclusive, multicultural workplace. HealthierHere values diversity and strives to have a diverse workforce and is committed to equal employment opportunity. HealthierHere actively encourages members of diverse communities to apply.

How to Apply

Please send your resume and cover letter to Taylor Williamson, HR Recruitment Consultant – Careers@HealthierHere.org with “Connect2 IT Customer Support” in the subject line.

Schedule and Worksite

This position works full-time Monday – Friday during standard business hours. HealthierHere is currently performing all work remotely through with a hybrid approach planned for Q1/2025. There may be situations where the employee is required to report to an off-site HealthierHere work location. Employees will be provided with a HealthierHere-issued laptop and must maintain a workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

Who We Are

HealthierHere is a regional collaborative committed to transformative change in the health and well-being of King County residents. We bring together community members and leaders from diverse sectors to address persistent health disparities, improve population health, prevent disease and address the social determinants of health. We strive for the “quadruple aim”—providing better care, lower costs, and a better experience for patients and providers.

HealthierHere is one of nine Accountable Communities of Health in Washington State responsible for addressing health equity and supporting whole person integrated care. This is one part of a much broader effort to achieve significant gains in health and well-being for our community.

As an organization, HealthierHere operates under a set of core values that include equity, community, partnership, innovation, and results. These values guide our work with each other and with our community partners. HealthierHere leads with equity. We work to intentionally eliminate disparities and address the current power dynamic and structural racism in our health care system that perpetuates inequities. We believe that every community member in King County should receive the type of care that they deserve - with respect and without stigma - to address their unique and individual needs.

As our name suggests, we are committed to health equity and believe that here, in King County, everyone’s health matters.

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