Technical Product Support Analyst I

Overview: The Technical Application Support Analyst I will be responsible for responding to inbound customer requests (phone, email, chat) to provide technical assistance on ComplexCare Solutions’ Network’s supported product applications. This position will provide support for application software, operating systems and integrating 3rd party products to customers and vendors. Manages progress toward resolution and documents customer communication throughout the “life-cycle” of a reported issue, while also providing Tier-1 Helpdesk application support for proprietary programs and escalating issues as appropriate., * Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools.

• Contact and interface for customers regarding support, troubleshooting and problem resolution.
• Resolve technical support issues for ComplexCare Solutions supported products within identified timeframes with a focus on first call resolution.
• Identify beneficial product opportunities for customers and communicate to sales team via workflow process.
• Document all activities with customers in CRM via defined process and procedures.
• Resolve open cases within specified guidelines.

• Elevate issues following escalation procedure timely and as appropriate.

• 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 other duties as assigned by ComplexCare Solutions to meet business needs.

• Minimum of 1 year of experience in customer service.
• Experience multi-tasking in a fast paced, detail-oriented environment.
• Experience working independently.
• Experience working on a team and with cross-functional teams.

Preferred Job Skills and Experience:

• Experience in a call center environment, Healthcare IT industry with high volume of customer interactions.
• Software Technical Support experience.
• Healthcare EDI Knowledge (ANSI 835, 837, 270/271).
• Knowledge of working with Problem Management, Records Management ticketing system.
• Experience using CRM Software.
• Experience with MS Office Products.
• Experience handling confidential information.

Education:

• High School Graduate or General Education Development (GED).
• Associate or Bachelor’s degree is a plus.

Home office requirements:

• Reliable, High-Speed internet with minimum of 25 Mbps download and 5 Mbps upload speed.
• Private, quiet, dedicated workspace away from distractions. Secure setup (HIPAA-compliant).
• A dedicated table or desk and comfortable chair. Space for multiple monitors, headset, and other equipment.

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.