ACA Product Support Analyst - Remote

PlanSource; Orlando (FL); On-site; USD 55,000 - 72,000; Full time

Benefits offered by this job

Health coverage

HSA - up to $1,000 per family

Dental & Vision plans

401(k) with company match

Parental leave & fertility benefits

Flexible PTO

Wellbeing resources

Recognition programs

Job summary

PlanSource is seeking a Customer Support Analyst focused on ACA product support and benefits administration. You will troubleshoot complex enrollment, eligibility, and data issues, and work with internal teams to ensure timely, accurate service delivery.

The role emphasizes client training, process improvement, and maintaining system knowledge. Based in Orlando, this full-time position supports peak enrollment periods and collaborates across Client Support Services to meet client expectations

Qualifications

• 2+ years of experience in an ACA-related field, benefits administration, operations, or a related support role.
• High school diploma, college degree, or equivalent job experience.
• Experience working with ACA, enrollment processing, or HR/benefits platforms preferred.

Responsibilities

• Provide Tier 2 support for daily client issues involving the ACA product and benefits administration.
• Troubleshoot complex client setup, enrollment, eligibility, and data issues.
• Implement groups on the PlanSource ACA product and configure the benefits administration system for new enrollment and open enrollment.
• Complete complex configuration and data tasks, including quality assurance for partner vendor configurations.
• Serve as a subject matter expert for assigned areas of ACA software and processes.
• Review release notes and technical updates to maintain current knowledge of system functionality.
• Train clients on the ACA product and relevant system processes.
• Attend client meetings as requested to review functionality or service issues and participate in rollout discussions.
• Complete and document ticket requests, resolving issues or directing clients and internal partners to the appropriate solution.
• Resolve client issues independently while maintaining clear, professional communication and strong follow-through.
• Work with Account Managers, Implementation Project Managers, and other PlanSource teams to coordinate issue resolution and service delivery.

Skills

Customer orientation

Communication skills

Attention to detail

Team collaboration

Time management

Education

High school diploma or equivalent

College degree or equivalent

Tools

Microsoft Excel

Microsoft Office Suite

Windows networking

Job description

PlanSource is seeking a Customer Support Analyst focused on ACA product support and benefits administration. You will troubleshoot complex enrollment, eligibility, and data issues, and work with internal teams to ensure timely, accurate service delivery.

The role emphasizes client training, process improvement, and maintaining system knowledge. Based in Orlando, this full-time position supports peak enrollment periods and collaborates across Client Support Services to meet client expectations