Data Specialist, AlayaCare
Customer Success
Cloud-based home health care software
Job no longer available
Cloud-based home health care software
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To empower care providers to achieve better health outcomes by delivering transformative technology and data insights to focus on what really matters.
Role
Who you are
- Deep knowledge and 2+ years experience of query language principles and processes
- A minimum of 2 years of experience in technical support or customer service industry
- Proficient in SQL and Python are considered must haves; proficient Python scripting
- Ability to debug complex python scripts, provide code-based solutions to unblock processes and QA the fixes
- Participate in code reviews to improve your skills
- Knowledge and working experience with the following applications: Microsoft Office, Zendesk, JIRA, Slack, Video Conferencing Platforms (e.g. Zoom) or a proven ability to leverage similar tools
- Exceptional problem solving and creative thinking skills
- Ability to translate business requirements into technical and analytical tasks
- Ability to translate insights into decisions and actions that have direct business impact
- Outstanding written and oral communication skills
- Someone who is empathetic
- Someone who is creative and curious
- Desire to work with customers and ability to deal with critical situations
- Desire to work in a fast-paced environment
- Experience supporting SAAS applications strongly preferred
- Healthcare experience is considered an asset
- Bilingual French/English is considered an asset
- Willingness to participate in some on-call/irregular hours support on a rotational basis
What the job involves
- Learn the query languages and SQL database infrastructure within AlayaCare’s cloud application and leverage it to solve customer issues
- Use your knowledge of Technical Support to flag urgent blockers for customers and act as a SME for the department
- Manage a queue of requests JIRA including troubleshooting and solving complex customer requests and presenting action plans and recommendations to users to resolve their issues
- Provide guidance to customers on configuration and process questions
- Monitor enterprise customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the enterprise organization to resolve ongoing issues
- Contribute to the development of best practices, methodologies and other intellectual capital aimed at improving the customer experience for our customers, including writing, or reviewing articles in our knowledgebase
- Provide inputs that will be used to inform the product development and improvement priorities
- Collaborate with the Technical Support Director to analyze data trends, patterns, and insights from customer data to inform product development and improvement decisions
- Develop and maintain data visualizations and dashboards that identify areas for improvement
- Liaising with the Customer Success, Product, QA, and Engineering Team throughout the support process
- Being a part of the on-call support rotation for after hours or weekend on a period basis
Otta's take
Theo Margolius
COO of Otta
The home healthcare market is growing due to the ageing population, a global shortage of care workers and a shift to value-based reimbursement. AlayaCare's end-to-end software platform for care providers allows staff to manage the entire client lifecycle, from referrals and intake to billing and payroll. It helps back-office processes run more efficiently, allowing staff to focus on outcomes instead of paperwork.
AlayaCare's platform aims to deliver better patient outcomes and lower costs for providers,, with client intake times and resubmissions reduced by 2/3rds and over 10 hours monthly saved for accounting teams. This performance has grown AlayaCare a large client base of more than 700 home care and assistance firms including Nurse Next Door, Home Instead and Bayada Hom e Health Care.
The company has been hit by the general downturn in the tech sector in 2022, and along with a wave of layoffs has slowed down its M&A expansion strategy and shuttered some of its offices. These moves should allow it to weather the difficult economic conditions, and with a more sustainable business model it aims to be revenue positive by the end of 2023.
Insights
Company
Funding (last 2 of 9 rounds)
Feb 2024
$2.4m
GROWTH EQUITY VC
Jun 2021
$162.6m
SERIES D
Total funding: $259.3m
Company benefits
- Open and Transparent Culture
- Health and Wellness Activities
- Health Benefits Package
- Flexible Vacation Policy
- Around the clock healthy snacks
- Happy Hours and Team Outings
- Employee Growth & Development
- Prime Office Locations
Company HQ
Le Plateau-Mont-Royal, Montreal, QC
Founders
Adrian Schauer
(CEO)Serial technology entrepreneur having built two successful mobile software companies, and active Angel Investor. Sits on the boards of several companies including Chipcare, TrackTik and Resolver. Co-founder of the charitable organization Madiro Fund.
Brady Murphy
(CRO)Accomplished startup professional having been directly involved in two successful exits; CEO of Vortex Mobile acquired by Transcontinental in 2010, and founding partner and advisor to Vortex Connect, acquired by RedPrairie Software in 2012.
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