Technical Support Analyst

The Technical Support Analyst is a customer-facing role that offers a unique opportunity to enhance skill sets and work across a wide range of customer experience and technology services. This position is responsible for providing hardware, software, and general systems support for end-user computers and endpoint protection services. This is a fully remote position and plays a crucial role in supporting the Care Center's end-user devices. The ideal candidate is innovative, energetic, adaptable to new processes and procedures, and can effectively handle a high volume of requests while maintaining quality support.

- 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.

- Education: High school diploma is required. Associate's degree or equivalent work experience is preferred.

- Work Experience: 1+ years of work-related experience. Experience in healthcare is preferred.

- Remote Work Experience: Experience working in a remote workforce culture is a plus.

- Technical Skills: Strong understanding of Google Apps, NinjaOne, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems. Familiarity with networking concepts is a plus.

- 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.

The hourly range for this role is $20.00 to $25.00 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs) . This role is also eligible for an annual bonus targeted at 10%. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.