Note: The job is a remote job and is open to candidates in USA. HealthPartners is a nonprofit, integrated health care organization providing health insurance and high-quality care. They are seeking a Support Center Analyst responsible for providing technical support to employees and users by troubleshooting and resolving various software, hardware, and technology-related issues while ensuring positive customer experiences.
Responsibilities
- Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experience problems with hardware, software, networking, and other computer related technologies
- Manages problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to other Support Center Analysts
- Maintains HealthPartners IS&T incident and problem management database
- Maintains history records and related problem documentation
- Maintains excellent customer relationships
- Consult with programmers to explain software problems or to suggest potential software changes
- Prepares and analyzes standard statistical reports
Skills
- High school diploma or equivalent, plus completion of a 6–12-month Information Technology program, or an equivalent combination of education and related experience
- Three (3) years of customer service experience, preferably in a technical support environment
- Ability to troubleshoot, analyze, and resolve computer-related issues while clearly communicating solutions to both end users and technical teams
- Strong verbal and written communication skills, with the ability to explain technical information to a variety of audiences
- Experience resolving practical problems involving multiple processes, systems, and variables
- Ability to interpret and follow written, verbal, and diagram-based instructions
- Strong organizational skills with the ability to prioritize and manage work independently
- Demonstrated commitment to providing exceptional customer service
- Ability to participate in on-call support and work outside of normal business hours, including evenings and weekends, as needed
- Proficiency with Microsoft Office applications, including Teams
- Working knowledge of computer hardware, software, and technology services
- Strong analytical and critical thinking skills
- Experience in creating documentation such as reports, business correspondence, and basic procedures or user guides
- Ability to task-switch and change direction quickly to meet the daily needs of the Support Center and its customers
- Previous ServiceNow experience
Benefits
- Hired candidates may be eligible to receive additional compensation based on role (e.g., shift differential, bonus, sales incentive, productivity pay, etc.)
- Training is conducted onsite for the first three months at the HealthPartners Bloomington corporate office (8170 33rd Avenue South, Bloomington, MN 55425), with training hours of 7:30 a.m. to 4:00 p.m.
- Upon successful completion of training, employees may choose the work arrangement that best meets their needs, including remote, onsite, or hybrid options.
- Benefits Designed to Support Your Total Health
- We offer a comprehensive range of benefits to support every aspect of your life, including health, time off, retirement planning, and continuous learning opportunities.
Company Overview
Company H1B Sponsorship