Technical Product Support Analyst II

ComplexCare Solutions; United States; On-site; USD 26,174 - 38,572; Full time

Job summary

ComplexCare Solutions is seeking a dedicated customer support professional to assist health plan members and providers. You will handle inquiries via phone, email or chat, troubleshoot issues, and document cases in the CRM system.

The role emphasizes first-call resolution, cross-functional collaboration and knowledge article creation. Travel is minimal, and the company promotes HIPAA-compliant, equal opportunity practices.

Qualifications

• Minimum 2 years’ experience in customer service.
• Experience with MS Office Products.
• Experience multitasking in a fast-paced, detail-oriented environment.
• Experience working independently.
• Experience with cross-functional teams.
• Experience with problem-solving.
• Knowledge working with Zendesk.
• Minimum 3 years’ experience in a call center environment preferred.
• Healthcare IT industry or medical billing experience preferred.
• Experience in Software as a Service (SaaS) preferred.
• Experience with Linux and Windows is a plus.
• Travel for this position < 5% for training purposes.

Responsibilities

• Answer inbound customer requests via telephone, email or chat; use internal tools effectively.
• Interface for customers regarding support, troubleshooting and problem resolution.
• Resolve technical support issues for supported products with a focus on first call resolution.
• Identify product opportunities and communicate to sales via workflow process.
• Deescalate customer issues and resolve escalations.
• Create knowledge articles to help the team resolve known issues.
• Mentor Level 1 Analysts on troubleshooting and root-cause analysis.
• Document activities in CRM per defined procedures.

Skills

Customer service

MS Office

Zendesk

Call center

Healthcare IT

SaaS

Linux

Windows

Education

High School Diploma or GED

Associate degree

Tools

Zendesk

MS Office

Job description

We are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support.

At ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare.

Duties and Responsibilities:

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools. Outbound calls and meetings also included;
• Contact and interface for customers regarding support, troubleshooting and problem resolution;
• Resolve technical support issues for supported products within identified timeframes with a focus on first call resolution;
• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;
• Ability to deescalate customer’s and resolve customer technical escalations;
• Create knowledge articles to assist department in resolving known customer issues;
• Mentor Level 1 Analyst on troubleshooting; how to isolate whether an issue is user, data, configuration, or system-related as well as performing a root cause analysis, etc.
• Document all activities with customers in CRM per defined process and procedures;
• Resolve open cases within specified guidelines;
• Elevate issues following escalation procedure timely and as appropriate;
• Perform other duties as assigned;
• Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of Employer.

Job Requirements:

• Minimum of 2 years’ experience in customer service;
• Experience with MS Office Products;
• Experience multi-tasking in a fast paced, detail-oriented environment;
• Experience working independently
• Experience working with cross-functional teams;
• Experience with problem-solving;
• Knowledge working with Problem Management, Records Management ticketing system Zendesk;
• Minimum 3 years’ experience in a call center environment with high volume of transactions is preferred;
• Experience in Healthcare IT industry or medical billing experience is preferred;
• Experience in Software Technical Support is preferred;
• Healthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred;
• Experience with using and supporting Software as a Service (SaaS) is preferred;
• Experience using multiple Operating Systems such as Linux and Windows a plus; and
• Experience organizing and managing workload efficiently and prioritizing projects is preferred.
• Travel for this position will include less than 5%, usually for training purposes.

Education:

• High School Graduate or General Education Degree (GED) is required;
• Associate degree is preferred.

Compensation

$18.80 - $28.22 Hourly

($3.00) per hour for all hours worked between 6pm and 10pm in your local time zone, Monday through Friday.

ComplexCare Solutions offers an attractive compensation and benefits package designed to support our employees.

The Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic under federal, state, or other applicable laws.