Product Support Analyst

The Product Support Analyst will be responsible for executing data and analysis focused initiatives that help our customers use Symmetric Health Solutions’ clinical supply data to support day-to-day healthcare supply chain operations. This will cement the value of Symmetric’s products to healthcare organizations while maintaining positive customer sentiment when using our tools and services.

The analyst will work directly with the customer success and development teams to address customer questions, improve Symmetric’s product database, investigate healthcare product data issues, educate customers on the latest product information, and relay product improvement opportunities to Symmetric product team members.

A successful candidate will be an energetic self-starter who enjoys reviewing and understanding data relationships, accuracy, and use in solving our customers’ challenges. One who is interested in learning more about hospital supply chain data management and is detail oriented, yet thrives in an ambiguous environment.

This role will provide the chosen individual with exceptional exposure to various aspects of data management in healthcare, from ideation to execution, and experience working with numerous roles and ranks. The breadth of the role provides a unique growth opportunity for the individual and can serve as a springboard into a variety of positions, at a rapidly expanding company, in data engineering, customer success management, project management, and product operations.

At Symmetric, we’re building the data backbone of the medical products economy by operating a ubiquitous data infrastructure network to automate the process of delivering and improving information on the millions of medical products used by every healthcare system on Earth. Our mission is to bring transparency to the global healthcare system by providing timely, reliable information. We build applications that allow health systems to embed medical device and supplier data into their decision-making processes. We believe more data-driven decision-making in healthcare can lead to better clinical quality and operational efficiency.

If you are motivated by working with problem solvers at the intersection of the healthcare supply chain, data products, and public health, you will fit right in.

What we’re looking for:

• Demonstrated data analysis capabilities
• A motivated self-starter excited to become a domain expert in the healthcare supply chain and medical supplies fields
• Ability to thrive in a dynamic environment
• Experience using Microsoft Excel to analyze, prepare, clean, and present insights

What you will do

• Research and address Customer Questions, Requests and Support Tickets
• Maintain and improve Symmetric’s product database using Symmetric’s homegrown administrative tools
• Investigate healthcare product data issues to provide the most appropriate and up-to-date information to our customers
• Educate customer on latest healthcare product information and trends
• Identify and communicate product feedback and use cases
• Perform data analysis using Symmetric tools, SQL, and/or Microsoft Excel to meet customer needs
• Communicate effectively with customers to address product support questions, understand business goals, and alleviate pain points
• Represent the voice of the customer to influence product strategy and direction

Working Here

• Symmetric Health Solutions’ singular goal is to clean and process every request for healthcare item information on the planet. We aim to handle the boring problems involved in item identification and data quality so that organizations can focus on providing high quality service and care.
• You will grow together with peers and mentors that have both industry and technical expertise. Your work will impact over 850+ hospitals across the US, as well as regulatory and global data standards agencies across the globe to improve healthcare.
• Competitive base compensation
• Profit-sharing bonuses
• 401k Match
• Company-provided health insurance plans
• US-based remote role with scheduled team in-person meetings
• Close collaboration with our healthcare supply chain experts so you can become a domain expert yourself
• A collaborative team focused on making healthcare better
• Opportunity to grow and take ownership of various business initiatives

Required Education, Certifications, And Experience

• Bachelor’s degree in a technical field (sciences, engineering, computer science, etc.) with a preference for a background in Information Systems and/or Biomedical Engineering
• Fluency in Spreadsheet programs like Microsoft Excel or Google Sheets
• Excellent written communication in English
• Authorized to work in the US

Preferred Qualifications

• Experience with medical devices or clinical supplies
• Experience using SQL to analyze datasets
• Experience extracting, transforming and loading datasets with programming tools
• Experience working with Healthcare IT infrastructure
• Experience with supply chain IT or management