Product Support Analyst I

MedRisk; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

MedRisk in the Philippines is looking for a Product Support Analyst to manage software issues and offer support to users. The role requires excellent organizational and analytical skills, with a focus on effective communication with both internal and external customers.

The ideal candidate will work independently to troubleshoot incoming software issues, analyze system problems, and help document recurring issues for enhancement of product quality. Knowledge of the Insurance Property and Casualty Industry is a plus.

Qualifications

• Excellent organizational, analytical, and problem solving skills.
• Ability to provide clear written and verbal communication.
• Self-starter with the ability to work independently and meet deadlines.
• Basic understanding of the Insurance Property and Casualty Industry.

Responsibilities

• Develop a high level of knowledge of company software products.
• Provide support to all user types.
• Analyze system issues and provide resolutions.
• Document customer information and recurring issues.

Skills

Organizational skills

Analytical skills

Problem solving

Communication (verbal and written)

Self-starter

Proficiency in Microsoft Office (especially Access and Excel)

Job description

Medata, Inc. a company known for our innovation and technology in the Risk Management Industry is seeking a Product Support Analyst to join our talented team. Medata prides itself on its experience and leadership in the workers’ compensation and auto liability industries and is dedicated to offering solutions to meet today’s needs and tomorrow’s demands.

Job Purpose:

A Product Support Analyst I is an escalation point for Medata, Inc. products and services that specializes in software issues management and resolution. This role works with internal and external customers, IT, and developers to deliver complete resolutions, in a timely & consistent manner, to address technical questions and concerns with configuration, and use of our proprietary products.

Duties

• Develop high level knowledge of company software products offered.
• Provide support to all user types.
• Analyze system issues and provide resolutions.
• Evaluate, recommend, and implement improvements to client environments.
• Assess client business requirements and recommend best practices.
• Document customer information and recurring issues to support product quality programs and product development.
• Document issues in company software and triage incoming calls and emails.
• Resolve or escalate reported issues to the appropriate level support analysts.
• Troubleshoot incoming software issues by researching, reproducing the issue, and interfacing with customers, vendors and internal resources.

Requirements/Skills/Qualifications

• Excellent organizational, analytical, and problem solving skills.
• Ability to provide clear written and verbal communication with both internal and external customers.
• Self starter and ability to work independently meet deadlines and be proactive.
• Ability to work with minimal direct supervision.
• Ability to provide activity reports in a timely manner
• Proficiency in all Microsoft Office products with heavy emphasis on Access and Excel.
• Basic understanding of the Insurance Property and Casualty Industry helpful.

Preferred Skills/Qualifications

• Experience as a Support Representative desired.
• Knowledge of workers’ compensation medical fee schedules including applicable laws and regulations are a plus.
• 1+ year of bill review industry experience preferred.