C2 IT Customer Support Manager

Purpose, Vision, and Values Statement  

HealthierHere is a nonprofit collaborative that partners with organizations across sectors to advance health equity and improve the health and well-being of people in King County, WA. Guided by our mission, vision, and community’s voices, we work to connect and strengthen our health and social care systems by providing expertise, resources, and robust data and technology solutions. 

We don’t provide direct health care or social services to clients. Instead, we engage and support the organizations that do. Our partners include community-based organizations, Tribes, social service agencies, hospitals and health systems, community clinics, behavioral health organizations, government agencies, philanthropy, businesses, and more. 

HealthierHere serves as the Accountable Community of Health (ACH) for King County, part of a statewide effort to transform health and social care delivery. We operate under core values of equity, community, partnership, results, and innovation. 

We are dedicated to serving all people in our region, focusing on individuals and communities who experience the effects of inequity, racism and discrimination in our health and social systems. Through our shared efforts, we’re working to ensure more individuals, families, and communities in King County will have better access to the whole-person care they need to be healthy and thrive. 

Culture Charter  

HealthierHere culture is rooted in our five values: Equity, Community, Partnership, Innovation, and Results. Staff at all levels are expected to embody these values in their work and relationships, fostering an environment of respect, collaboration, and continuous learning. These values guide how HealthierHere operates internally and in partnership with others to achieve meaningful, long-term impact.   

Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging 

HealthierHere is an equal opportunity employer committed to creating an inclusive, accessible, and multicultural workplace where everyone feels a sense of belonging. We provide equal employment opportunities to all employees and applicants, prohibiting discrimination or harassment based on race, color, sex, religion, marital status, national origin, age, sexual orientation, citizenship, veteran status, or any sensory, mental, or physical disability, in compliance with local, state, and federal laws. We value diversity, strive for a workforce that reflects the communities we serve, and are committed to building a team where staff from all backgrounds feel they belong, can contribute fully, and are supported to thrive. 

Company Benefits

We believe people do their best work when they feel supported—inside and out. We care for our team, just like we care for our community. Our benefits are built to help you thrive, and support your health, growth, and balance:

• 100% coverage of employee premiums for select medical, dental, and vision plans
• Up to 6% match on your 403(b)-retirement plan
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Group and voluntary life insurance
• Short-term and long-term disability coverage
• Generous paid time off, up to 13 paid holidays, sick leave, and mental health days
• A wellness benefit to support your personal well-being journey
• Professional development allowance to invest in your growth
• Hybrid work model with 2 days a week in our downtown Seattle office

Position Overview 

HealthierHere is the backbone entity for a cross-sector collaborative working to address health disparities and improve health outcomes for people in King County by improving the current system of care. This work centers community and Tribal voice along with healthcare and social service providers in the co-creation and implementation of strategies designed to provide access to culturally appropriate care, support and services that help people achieve the health outcomes that they desire for themselves. Principles of equity, anti-racism, decolonization, and authentic community engagement serve as the lens that shapes the way we do business.  

HealthierHere co-designed Connect2 Coordinator (C2C) to facilitate electronic referrals, increase resource access via a shared directory, and enhance visibility of care providers. This system aims to improve health equity by fostering community collaboration and efficient care coordination. Connect2 Coordinator is a client management platform developed by HealthierHere that can be used to support Community Hub efforts under the Medicaid Transformation Project (MTP) 2.0. It enables case management partners to collaborate across systems, make closed-loop referrals, and share information across healthcare and social service providers. Supported by the Connect2 Exchange database, it integrates with systems like Care Connect Systems (CCS) and Vision Link.  

The Connect2 IT Customer Support will report directly to the Director of Technology. This role is essential for ensuring high-quality customer service and technical assistance to our internal and external users. This role is responsible for designing and providing Tier 1 support training to customers. The IT Customer Support manages and executes Tier 1 and 2 support tickets through HubSpot. They will manage issue escalations within the Connect2 team and drive continuous tiered support process improvement. The ideal candidate will have a strong information technology background, with a deep understanding of customer support best practices and will support customers based on service level agreements (SLAs). 

Key Responsibilities 

This position is part of a dynamic Connect2 team that ensures smooth operations, resolves complex issues, and maintains high levels of customer satisfaction. 

IT Support 

• Develop expertise on the Connect2 platform to support customers, solve technical issues, and inform product enhancements. 

• Investigate and resolve open Tier 1 and Tier 2 technical issues and changes related to the Connect2 platform. 

• Responsible for writing, managing, and updating Tiers 1 and 2 standard operating procedures. 

• Collaborate with Applications Engineer to establish and maintain Tier 1 and Tier 2 SLAs. 

• Execute prioritized Connect2 data extracts, system setting changes, and reports. 

• Serve as primary point of contact for batch data uploads to the Connect2 platform. 

• Serve as product and customer liaison for Tier 2 issues escalated to Tier 3. 

• Support root cause analysis of incidents and issues, identify underlying causes, and recommend preventive measures to Director of Technology. 

• Create and maintain detailed documentation, including troubleshooting guides, FAQs, etc. 

• Propose process enhancements, automation, and efficiency improvements to enhance service delivery. 

Customer Support 

• Act as primary point of contact for Tier 1 and Tier 2 customer support to ensure seamless issue resolution. 

• Coordinate Tier 1 and Tier 2 tickets intake, resolution, or escalation. 

• Lead Tier 1 and Tier 2 support triage with key product team stakeholders. 

• Ensure Tier 1 and Tier 2 tickets are resolved or updated within service level agreements (SLAs). 

• Collaborate with product, community hubs, and other IT staff to find solutions promptly. 

• Prioritize and manage multiple tasks effectively while adhering to SLAs. 

• Provide training to Tier 1 support staff. 

• Provide Tier 1 and Tier 2 ticketing process and procedure training to onboarding customers. 

• Maintain capacity to support On-Call team to resolve Urgent Incidents. 

Qualifications 

• 3-5 years of customer support or equivalent experience. 

• Experience in managing Service Desk operations (with a proven results driven track record). 

• Ability to continually raise performance and achieve excellent customer service. 

• Served as primary point of contact related to providing IT/technical support to customers 

• Strong problem-solving abilities to work independently and collaboratively. 

• Customer-centric mindset, detail-oriented, and organized. 

• Excellent interpersonal skills with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language. 

• Ability to handle confidential information appropriately. 

• Strong people skills and ability to both listen and communicate effectively. 

• Proven leadership and strong organizational skills. 

Preferred Qualifications 

• Technical/IS Degree completed or in process, certifications, or equivalent experience. 

• Proven expertise with Microsoft 365 Word and Excel applications, and ticketing/tracking systems, such as HubSpot, Jira, and Planner. 

• Experience with Azure cloud hosting and Google Cloud Platform 

• Experience with Microsoft SQL Server, Microsoft PowerBI, and/or Tableau 

• Ability to support the creation of workflows and assessments. 

• Strong skills in troubleshooting and repair of .CSV batch uploads and extracts. 

• Ability to research solutions and information regarding technical issues. 

Salary : $85,000 - $105,000