Customer Account Analyst

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

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

The Customer Support Analyst provides support to brokers and employers using the PlanSource platform, with a primary focus on the Affordable Care Act (ACA) product. As part of the Client Support Services team, this role delivers Tier 2 help desk support and works closely with Tier 2 Support, Client Support, Account Managers, Implementation Project Managers, and other internal teams to ensure client expectations are continually met or exceeded.

This position identifies client needs, troubleshoots complex issues, consults on product functionality, and completes configuration and data tasks involving ACA and benefits administration. During peak open enrollment periods, the Customer Support Analyst also assists teams responsible for client service and implementation.

Key Responsibilities

ACA Product Support & Configuration

• Provide Tier 2 support for daily client issues involving the ACA product and benefits administration services.
• Troubleshoot complex client setup, configuration, 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.

Client Support & Engagement

• 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.

Operational Support & Execution

• Assist implementation and client service teams during peak periods with system configuration, client setup, and open enrollment activities.
• Support daily operational tasks and client deliverables in alignment with established timelines and service standards.
• Maintain consistency, accuracy, and data integrity across assigned workstreams.
• Perform other duties as assigned by management.

Quality, Documentation & Team Support

• Maintain Standard Operating Procedure documents (SOPs) for all processes performed.
• Perform quality checks to support accurate configuration, data processing, and service delivery.
• Support audit readiness through accurate documentation, ticket tracking, and adherence to internal processes and compliance requirements.
• Provide guidance and oversight in the training of new team members.
• Identify system and process improvement opportunities and coach team members on effective practices.

AI-Enabled Support & Continuous Improvement

• Use AI-enabled tools to analyze patterns in support tickets and operational trends and to accelerate root-cause analysis with appropriate validation.
• Apply AI assistance to documentation, knowledge base updates, and issue research.
• Identify opportunities to improve support workflows through automation and tooling.
• Contribute to continuous improvement of support processes, documentation, and operational practices.

Success Indicators

• Accuracy & Data Integrity: Completes ACA, enrollment, eligibility, configuration, and benefits data work accurately with minimal errors.
• Timeliness & SLA Performance: Completes tasks, tickets, and service requests within established timelines.
• Issue Resolution & Client Support: Resolves complex client and operational issues with strong ownership and follow-through.
• Operational Consistency & Compliance: Adheres to processes, documentation standards, regulatory requirements, and service expectations.
• Product Knowledge & Collaboration: Maintains strong knowledge of ACA functionality and collaborates effectively across teams.

About You:

Preferred Qualifications

Experience & Education

• 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.

Technical & Professional Skills

• Advanced Microsoft Excel skills and proficiency with Microsoft Office Suite.
• Strong math, formula, and problem-solving capabilities.
• Strong keyboarding, data entry, and accuracy skills.
• Familiarity with Microsoft Windows networking systems.
• Excellent organization and prioritization skills.
• Strong customer orientation and ability to work effectively as a team member.
• Excellent written and verbal communication skills.
• Ability to work outside normal business hours during peak periods as needed.
• Ability to develop strong knowledge of the Affordable Care Act and applicable guidelines.

What we Offer:

At PlanSource, benefits are at the core of what we do, and we understand their impact on our employees and their families. That’s why we’ve designed our benefits program to support overall wellbeing across health, financial security, career growth, and work‑life balance.

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care.
• Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
• Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

Top 5 Reasons to join PlanSource

#5: Be part of what’s next in benefits technology

Join a company redefining how benefits work. Backed by Vista Equity Partners, PlanSource is continuously investing in innovation, bringing together AI, automation, and human insight to simplify complex processes and deliver real outcomes. This is your opportunity to build the future of benefits at scale.

#4: Make an impact with technology our customers trust

Our platform powers some of the most complex benefits programs in the market, and our customers rely on us to get it right. From a unified benefits ecosystem to AI-driven decision support, everything we build is designed to deliver clarity, confidence, and measurable impact for the people who use it every day.

#3: Be recognized, supported, and set up to thrive

We believe great work deserves recognition and real support. From meaningful rewards and recognition programs to a comprehensive approach to employee support, we invest in helping our people perform at their best and feel valued along the way.

Recognized as a top workplace, PlanSource has earned multiple Great Place to Work certifications and numerous awards, including Best Company for Culture, Work-Life Balance, and Compensation, reinforcing our commitment to an exceptional employee experience.

#2: Grow your career with intention

At PlanSource, career growth doesn’t happen by accident. With a strong track record of internal mobility, structured development paths, and opportunities to take on new challenges, you’ll have the support and flexibility to build a career that evolves with you.

#1: Be part of a culture built on connection and impact

Our culture is rooted in connection, inclusion, and shared success. Guided by our S.O.U.R.C.E. values, we lead with service by putting others first, approach challenges with optimism, and act with urgency to drive meaningful outcomes. We hold ourselves accountable through reliability, continuously grow through curiosity, and operate with efficiency to maximize the impact of our work. Here, diverse perspectives are valued and they directly shape how we collaborate, innovate, and deliver an exceptional experience for our customers.

NOTE: We will consider a remote employee for approved cities PlanSource can accommodate.

If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.