Note: The job is a remote job and is open to candidates in USA. ComplexCare Solutions is a healthcare company focused on innovating solutions that empower health plan members and healthcare providers. The Technical Product Support Analyst I provides Tier-1 technical assistance for supported applications, operating systems, and third-party integrations, while managing issue resolution, documenting customer communications, and escalating problems as appropriate.
Responsibilities
- Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools
- Contact and interface for customers regarding support, troubleshooting and problem resolution
- Resolve technical support issues for ComplexCare Solutions supported products within identified timeframes with a focus on first call resolution
- Identify beneficial product opportunities for customers and communicate to sales team via workflow process
- Document all activities with customers in CRM via defined process and procedures
- Resolve open cases within specified guidelines
- Elevate issues following escalation procedure timely and as appropriate
- Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement
- Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
- Fulfill those responsibilities and/or other duties as assigned by ComplexCare Solutions to meet business needs
Skills
- * Minimum of 1 year of experience in customer service
- * Experience multi-tasking in a fast paced, detail-oriented environment
- * Experience working independently
- * Experience working on a team and with cross-functional teams
- * High School Graduate or General Education Development (GED)
- * Reliable, High-Speed internet with minimum of 25 Mbps download and 5 Mbps upload speed
- * Private, quiet, dedicated workspace away from distractions. Secure setup (HIPAA-compliant)
- * A dedicated table or desk and comfortable chair. Space for multiple monitors, headset, and other equipment
- * Experience in a call center environment, Healthcare IT industry with high volume of customer interactions
- * Software Technical Support experience
- * Healthcare EDI Knowledge (ANSI 835, 837, 270/271)
- * Knowledge of working with Problem Management, Records Management ticketing system
- * Experience using CRM Software
- * Experience with MS Office Products
- * Experience handling confidential information
- * Associate or Bachelor's degree is a plus
Benefits
- Remote work arrangement
Company Overview