Support Analyst
Description
Noyo is the leading benefits infrastructure company, enabling seamless data connectivity across the benefits ecosystem. We believe every person should have access to great benefits that are easy to understand, easy to use, and have them covered when they need it most.
In service of that mission, we provide modern infrastructure to power the next generation of consumer health and benefits experiences. Like Stripe in payments and Plaid in financial services, Noyo makes it possible for developers to embed benefits into any app.
We are a rapidly-growing technology company backed by the best investors in Silicon Valley, and we are building a team of ambitious and creative people looking to change the face of benefits.
Noyo is a distributed company with teammates all across the United States. We have offices in San Francisco and Raleigh-Durham. To support this mission and growth, we are expanding our customer-facing teams and are hiring a Support Analyst on our Customer Experience team. This person will report to the Operations Manager and deliver an exceptional customer experience in our daily interactions, while partnering internally to advocate for the “voice of customer” in every decision we make. We are currently looking to fill this role as a hybrid position in our Raleigh-Durham office, with the expectation that candidates will spend 2-3 days in office each week.
What You'll Do
- Be the first line of support to our customers via Zendesk
- Provide a best in class customer experience and advocate for our customers
- Leverage an understanding of Noyo’s offerings and processes to triage and provide solutions to customer issues and questions
- Act as a liaison between our internal teams and external customers, to get to the root of problems, solve them, and stop them from occurring again
- Analyze and escalate Zendesk trends to ensure team productivity
- Collaborate interdepartmentally and identify areas to improve the product and to launch new features that better serve our customers
- 0 - 2 years of work experience
- Excellent communication and interpersonal skills, with an ability to explain complex technical topics in a digestible manner
- Attention to detail, and ability to piece those details together to solve the problem
- Exceptional time management, prioritization, organizational and collaborative skill
- Experience with Zendesk or a similar ticket software Healthcare or insurance industry experience
Salary Range Noyo is committed to advancing pay equity, and pay transparency is one tool in support of that goal. Noyo has a comprehensive total rewards program which includes base salary, equity, benefits, and professional development opportunities.
The base salary for this position is $45,000-$65,000 annually. Consistent with applicable laws, compensation will be determined based on the applicant’s level, relevant skills, qualifications, and experience along with requirements for the position.
Noyo is a distributed first team with employees working across the U.S. and we take a location agnostic approach to compensation. This means that your location will not be a factor in determining your compensation.
Please note that it is not typical for an individual to be hired at or near the top of the range. Noyo reserves the right to modify this compensation range at any time.
What we value 1. Judgment to experiment quickly without sacrificing quality 2. Combination of ambition and creativity to solve hard problems 3. Collaborative approach and focus on finding the best ideas, wherever they may be
What we offer Competitive salary and equity packages - You'll be an owner of the company Medical, Dental, and Vision Insurance - Noyo pays 100% of employee premiums and 50% of dependents premiums Long-Term Disability, Short-Term Disability, and Life Insurance - Company paid life and disability coverage Health and Dependent Care FSAs - Pre-tax flexible spending accounts for out-of-pocket expenses 401k Account - 401k program through Guideline Commuter Benefits - Tax-advantaged commuter benefits account Home Office Stipend - Noyo offers each team member a $500 stipend to spend on home office related equipment Parental Support - 12 weeks of paid leave for new parents Paid Time Off - Uncapped vacation days & paid holidays Holidays Off - Noyo observes 14 holidays including Juneteenth, Indigenous People’s Day, Election Day, & Veterans day
How we work together Deep Work Wednesdays - Wednesdays are used for deep work, so we try to avoid meetings being scheduled this day unless it's client sensitive. Collaboration Stack - We primarily use Slack, Google Suite, and Notion. Core Collaboration Hours - To maintain our flexible, self-directed work schedules without leading people to feel they need to be constantly connected, we've implemented core meeting hours where cross-time zone meetings happen.
Noyo products serve everyone, and we believe the best products are built by teams that represent their users. We value unique contributions and actively welcome people of all backgrounds, experiences, and perspectives to join us at Noyo. We are committed to working with and providing access and reasonable accommodation to applicants. If you think you may require accommodation for any part of the recruitment process, please send a request to: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Noyo participates in E-Verify. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. E-Verify employers verify the identity and employment eligibility of newly hired employees by electronically matching the information provided by employees on the Form I-9, Employment Eligibility Verification, against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). Here you will find links to the Participation Poster as well as the Right to Work notices in English and Spanish.
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