Now is the time to join us! 

Who are you?

Serve as a local helpdesk analyst for customer escalations, evaluating when to escalate more complex issues to product development scrum teams, and ensuring follow-up and communication with the end user/reporter. 

In this role you will wear many hats, but your knowledge will be essential in the following:  

• Troubleshoot problems with the customer’s configuration, our software, or other vendor integration points. 
• Identify and resolve issues that prevent users from utilizing our software to its maximum capability. 
• Ensure proper follow-up, even when a problem has not been resolved, to keep customers apprised of issue status. 
• Analyze logged incidents to identify trends, root causes, and improvement opportunities, collaborating with the team to develop and implement processes that enhance product quality and operational efficiency. 
• Contribute to knowledge sharing and maintain clear, comprehensive documentation to support team learning and continuity. 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

What you bring to the Personify Health Team:

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

• Some University or Post-secondary Education required 
• Basic familiarity with software products and how users interact with them (no coding required). 
• Experience using ticketing systems such as Jira and Zendesk 
• Comfort working with logs, dashboards, and monitoring tools to investigate incidents (e.g., New Relic, Kibana, or similar platforms). 
• Attention to detail and the ability to follow and improve processes 

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

• Strong analytical and troubleshooting skills, with the ability to understand technical issues and identify patterns or root causes. 
• Basic familiarity with software products and how users interact with them (no coding required). 
• Experience using ticketing systems such as Jira and Zendesk 
• Comfort working with logs, dashboards, and monitoring tools to investigate incidents (e.g., New Relic, Kibana, or similar platforms). 
• Excellent communication skills, both written and verbal, for clearly documenting findings and collaborating with cross-functional teams. 
• Attention to detail and the ability to follow and improve processes 
• Strong organizational skills and the ability to manage multiple tasks or issues at once 
• Team player with a collaborative mindset and willingness to contribute to shared documentation and internal knowledge bases. 

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.