ABOUT VITALITY GROUP
Guided by a core purpose of making people healthier, Vitality is the world’s largest behavioral engagement platform that unlocks health outcomes that matter. By blending industry-leading smart tech, data, incentives, and behavioral science, we inspire healthy changes in individuals and organizations.
As one of the largest wellbeing companies in the world, Vitality, a subsidiary of Discovery Limited, brings a dynamic and diverse perspective through successful partnerships with the most forward-thinking insurers and employers. For more information, visit www.vitalitygroup.com, or follow us on Twitter and LinkedIn
The Support Analyst is responsible for identifying, investigating, managing, and resolving production issues across all Vitality offerings quickly and efficiently. The ability to collaborate with members across the organization is incredibly important and required to drive issues and provide information to appropriate parties.
Responding to, and regularly providing updates to, open Support SubTasks with the objective of meeting SLAs.
Working with internal teams and resources to understand and communicate expected behaviour from Vitality systems.
Providing communication to stakeholders during escalated defect resolutions.
Triaging incoming Support tickets and identifying priority of investigations.
Writing detailed tickets for internal development teams with the objective of Support Defects / Hardening Initiatives being routed through the software development process.
Other duties as assigned
Support experience and knowledge of Vitality Products
2 years experience working in a fast-paced, high-pressure, technical support environment
Excellent analytical, communication, and writing skills
In-depth understanding of Vitality’s programs
Working knowledge of Microsoft office tool suite
Bachelor’s degree in business or technical field
STRONGLY prefer VG Customer Care Experience
Experience managing escalated investigations with white glove clients and internal stakeholders
Knowledge of SQL, JIRA, Web Application Administration including HTML, JAVA, and Content Management Systems
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Catered Food & Snacks
Vitality is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.