Note: The job is a remote job and is open to candidates in USA. Privia Health is a technology-driven physician enablement company that uses cloud-based technology and operations to improve healthcare delivery. The Technical Support Analyst provides customer-facing hardware, software, and systems support for end-user computers and endpoint protection services, assists care center staff with technology systems, manages support cases, and contributes to process improvements and technology implementations.
Responsibilities
- Responding to high volume inquiries via email, phone, and other communication channels
- Provide hardware, software, and general systems support for end-users computers. Troubleshoot issues and provide timely resolutions to customers in a professional and customer-focused manner
- Assisting care center staff with technology systems such as athenaNet, Privia Connect, Salesforce, and other software
- Collaborating with cross-functional teams on projects, tasks, and cases
- Showcase effective case management by resolving a high volume of diverse case types, ensuring timely and effective resolution while maintaining clear communication and adherence to established guidelines and service level agreements
- Participating in the implementation of new care centers and providing technical assistance remotely
- Identify opportunities to improve existing processes and procedures. Actively contribute to the development and implementation of new support methodologies. Identify and report common issues and trends to management
- Consistently meet call center productivity and quality standards
- Accurately document all customer interactions, technical solutions, and issue resolutions in the designated knowledge base or ticketing system
- Stay up to date with the latest technology trends, industry best practices, and product knowledge. Continuously enhance personal expertise
Skills
- Education: High school diploma is required
- Work Experience: 1+ years of work-related experience
- Technical Skills: Strong understanding of Google Apps, NinjaOne, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems
- Customer Focus: Strong customer service and communication skills. Ability to interact professionally with customers to gather information and provide technical assistance
- Adaptability: Ability to quickly adapt to changing processes, procedures, and technologies in a fast-paced environment
- Problem-Solving: Excellent problem-solving skills, with the ability to research, analyze, and resolve complex technical issues
- Productivity: Proven ability to maintain high levels of productivity while delivering quality support and meeting defined SLAs
- Team Player: Collaborative mindset and willingness to work with cross-functional teams to resolve issues and contribute to the overall success of the organization
- Documentation Skills: Strong documentation skills to accurately record customer interactions, technical solutions, and issue resolutions
- Continuous Learning: Passion for learning and staying up to date with the latest technology trends and industry best practices
- HIPAA Compliance: Understanding and ability to comply with all HIPAA rules and regulations
- **In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment
- Associate's degree or equivalent work experience is preferred
- Experience in healthcare is preferred
- Remote Work Experience: Experience working in a remote workforce culture is a plus
- Familiarity with networking concepts is a plus
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Pet insurance
- 401K
- Paid time off
- Other wellness programs
- This role is also eligible for an annual bonus targeted at 10%.
- This is a fully remote position.
- Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
Company Overview
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