[Remote] Technical Product Support Analyst II

Note: The job is a remote job and is open to candidates in USA. ComplexCare Solutions is a community of professionals dedicated to making a positive impact in healthcare. The Technical Product Support Analyst II role involves providing technical support, troubleshooting issues, and mentoring junior analysts to enhance customer service and product effectiveness.ResponsibilitiesAnswer 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 includedContact and interface for customers regarding support, troubleshooting and problem resolutionResolve technical support issues for supported products within identified timeframes with a focus on first call resolutionIdentify beneficial product opportunities for existing customers and communicate to sales team via workflow processAbility to deescalate customer’s and resolve customer technical escalationsCreate knowledge articles to assist department in resolving known customer issuesMentor 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, etcDocument all activities with customers in CRM per defined process and proceduresResolve open cases within specified guidelinesElevate issues following escalation procedure timely and as appropriatePerform other duties as assignedMaintain compliance with ComplexCare Solutions’ policies, procedures and mission statementAdhere 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; andFulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of EmployerSkillsMinimum of 2 years' experience in customer serviceExperience with MS Office ProductsExperience multi-tasking in a fast paced, detail-oriented environmentExperience working independentlyExperience working with cross-functional teamsExperience with problem-solvingKnowledge working with Problem Management, Records Management ticketing system ZendeskHigh School Graduate or General Education Degree (GED) is requiredMinimum 3 years' experience in a call center environment with high volume of transactionsExperience in Healthcare IT industry or medical billing experienceExperience in Software Technical SupportHealthcare EDI Knowledge (ANSI 835, 837, 270/271)Experience with using and supporting Software as a Service (SaaS)Experience using multiple Operating Systems such as Linux and WindowsExperience organizing and managing workload efficiently and prioritizing projectsAssociate degreeBenefits($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.Company OverviewComplexCare Solutions is a health services company integrating care for complex, elderly, special needs, and dually-eligible individuals. It was founded in 2010, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is http://complexcaresolutions.com.