• Technical Excellence Associate

    Job Locations US-PA-Philadelphia
    # of Openings
    Customer Service / Call Center
  • Overview

    JOB SUMMARY: The Technical Excellence Associate is primarily responsible for resolving customer incidents in an efficient and effective manner.



    Essential Functions:

    • Resolve customer issues in an efficient and effective manner
    • Create and maintain case documentation in InstaMed’s CRM for open customer incidents, including a complete description of the problem, what actions have been taken, customer impact and next steps
    • Perform root-cause analysis, develop logical conclusions, and suggest appropriate workarounds
    • Manage escalation of issues to other departments and business partners
    • Submit high quality solutions for development of InstaMed’s knowledge base
    • Sending customer communications to all customers potentially impacted by issues with InstaMed, our partners or specific payers
    • Assist in training Tier 1 Service Associates
    • Any other duties as applicable to the position


    • Professional experience in a customer-facing position with a software or other technology-based company preferred
    • Relevant work experience or coursework in computer programing or database design preferred
    • Knowledge of healthcare or financial applications is preferred
    • Bachelor’s Degree
    • Sound judgment in setting customer expectations and managing sensitive customer situations
    • Excellent organizational skills in managing timelines of customer issue resolution
    • Excellent oral and written communication skills
    • Strong ability to acquire and apply new technical and industry knowledge quickly
    • Strong ability to understand InstaMed’s platform and solutions
    • Strong ability to effectively communicate technical information to end users



    The candidate will be operating in a high-energy, high-growth environment. This is an excellent opportunity for individuals looking to excel and learn in an open, professional, team-oriented environment, and grow their career with an industry innovator and recipient of several industry awards.


    We offer a competitive compensation package. Benefits include medical, dental, vision discount program, short-term disability, long-term disability, life insurance, stock options and 401(k).



    InstaMed is a rapidly growing healthcare technology company that has established itself as a leader in the emerging market of healthcare payments. InstaMed’s solutions are delivered via its proprietary cloud-based platform and network of healthcare providers and payers. We are seeking motivated candidates to join our dynamic and growing company.


    InstaMed is an Equal Opportunity Employer.


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