Support Analyst I

at  Accolade Inc

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%.
Role overview
The Support Analyst’s mission is to delight end users, whether internal or external, through technology services and support by demonstrating compassion and understanding while driving towards resolution.
You will apply your knowledge of our applications, systems, and infrastructure to help identify the root cause of issues and determine a resolution. You will enforce a positive experience for those who have identified challenges by communicating clearly and often while demonstrating competence, empathy and a desire to serve. You will continue to learn as we transform our technology platforms using cloud based platforms and tools.

A day in the life…

• Respond to requests for assistance through email, telephone, instant message, and in person for any telephony, application, and network related issues
• Troubleshoot issues, provide standard resolutions, and escalate non-standard issues that arise within the Accolade portfolio of applications
• Provide triage and escalation to urgent incidents
• Collaborate with development teams to identify root causes and develop resolutions to recurring problems.
• Develop improvements to our Service Management tools, including Jira Service Desk, Statuspage and Slack.
• Assist Desktop Engineering on projects such as our Windows 10 rollout and Laptop refresh.
• Demonstrated the ability to diagnose and resolve issues on Accolade’s computing platforms.
• Established constructive working relationships both within the C3 team as well as with infrastructure and development teams.
• Developed an understanding of how our business uses the technology we support to provide functional assistance to users.

• Primary point of contact for client level incidents and service requests.

  What we are looking for…

• Bachelors Degree or technical certification in Computer Science or related field and 0-2 years related experience

• Excellent communication and customer service skills
• Experience using and troubleshooting desktop operating systems and applications

While working in Accolade you will enjoy the following benefits:

• Employee Stock Purchase Plan
• 5 weeks of vacation + personal days
• 1 paid day off for your volunteerism per year
• Sodexo Gastro Pass Card with no contribution
• Home office
• Flexi Pass Card per month or Multisport Card
• Parental benefits
• Yoga classes with a contribution
• Work from abroad up to 4 weeks a year
• Virtual hospital service uLekare.cz
• Head Space Emotional Support app (www.ginger.com)
• Carrott - support on family forming journey (www.get-carrot.com)

Our people are the Heart of Accolade
Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values:
Member Obsessed
For everything we do, we ask ourselves: Is this going to make our member’s life measurably better?
Be Fearless
We think differently. We do what’s never been done. We are reinventing healthcare every step of the way.
Stronger Together
We honor the differences among one another and know that our unique perspectives drive us forward.
Genuine Care
We care deeply about the human beings we work with and serve. We have each other’s back.
Embrace Reality
We bring the data, tell the truth, and trust each other.
Relentless Execution
We operate with a bias for action. Take initiative, move fast & have fun.
Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.
Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at
ReportFraud.ftc.gov
. You can also report it to your state attorney general.
To review our policy around data use, visit our
Accolade Privacy Policy Page
. All your information will be kept confidential according to EEO guidelines.
Pragu

Please refer the Job description for details