[Remote] Technical Product Support Analyst II

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a community of professionals dedicated to making a positive impact in reputed company. The Technical Product Support Analyst II role involves providing technical support, troubleshooting issues, and mentoring junior analysts to enhance customer service and product effectiveness.

Responsibilities

• Answer inbound customer requests reputed company telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with reputed company internal tools. Outbound calls and meetings also included
• Contact and reputed company for customers regarding support, troubleshooting and problem resolution
• Resolve technical support issues for supported products reputed company identified timeframes with a focus on reputed company resolution
• Identify beneficial product opportunities for existing customers and communicate to sales team reputed company workflow process
• Ability to deescalate customer’s and resolve customer technical escalations
• Create knowledge articles to assist department in resolving reputed company customer issues
• Mentor Level 1 Analyst on troubleshooting; how to isolate whether an issue is user, data, configuration, or system-reputed company as well as performing a root cause analysis, etc
• Document reputed company activities with customers in CRM per defined process and procedures
• Resolve reputed company cases reputed company specified guidelines
• reputed company issues following escalation procedure timely and as appropriate
• reputed company other duties as assigned
• Maintain compliance with reputed company’ policies, procedures and mission statement
• Adhere to reputed company confidentiality and HIPAA requirements as outlined reputed company reputed company’ Operating Policies and Procedures in reputed company ways and at reputed company 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 reputed company for the purpose of achieving operational and financial reputed company of Employer

Skills

• 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 reputed company
• High School Graduate or General Education Degree (GED) is required
• Minimum 3 years' experience in a call center environment with high volume of transactions
• Experience in reputed company IT industry or medical billing experience
• Experience in Software Technical Support
• reputed company 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 reputed company
• Experience organizing and managing workload reputed company and prioritizing projects
• Associate degree

Benefits

• ($3.00) per hour for reputed company hours worked between 6pm and 10pm in your local time zone, Monday through Friday.
• reputed company offers an attractive compensation and benefits package designed to support our employees.

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