Technical Support Analyst at Privia Health in Remote, USA, United States

Job description

• The Technical Support Analyst is a customer-facing role that offers a unique opportunity to enhance skill sets and work across a wide range of customer experience and technology services. This position is responsible for providing hardware, software, and general systems support for end-user computers and endpoint protection services. This is a fully remote position and plays a crucial role in supporting the Care Center's end-user devices. The ideal candidate is innovative, energetic, adaptable to new processes and procedures, and can effectively handle a high volume of requests while maintaining quality support.

Responsibilities

• Responding to high volume inquiries via email, phone, and other communication channels.
• Provide hardware, software, and general systems support for end-users computers. Troubleshoot issues and provide timely resolutions to customers in a professional and customer-focused manner.
• Assisting care center staff with technology systems such as athenaNet, Privia Connect, Salesforce, and other software
• Collaborating with cross-functional teams on projects, tasks, and cases
• Showcase effective case management by resolving a high volume of diverse case types, ensuring timely and effective resolution while maintaining clear communication and adherence to established guidelines and service level agreements.
• Participating in the implementation of new care centers and providing technical assistance remotely.
• Identify opportunities to improve existing processes and procedures. Actively contribute to the development and implementation of new support methodologies. Identify and report common issues and trends to management
• Consistently meet call center productivity and quality standards.
• Accurately document all customer interactions, technical solutions, and issue resolutions in the designated knowledge base or ticketing system.
• Stay up to date with the latest technology trends, industry best practices, and product knowledge. Continuously enhance personal expertise.

Requirements

• Education: High school diploma is required. Associate's degree or equivalent work experience is preferred.
• Work Experience: 1+ years of work-related experience. Experience in healthcare is preferred.
• Remote Work Experience: Experience working in a remote workforce culture is a plus.
• Technical Skills: Strong understanding of Google Apps, NinjaOne, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems. Familiarity with networking concepts is a plus.
• Customer Focus: Strong customer service and communication skills. Ability to interact professionally with customers to gather information and provide technical assistance.
• Adaptability: Ability to quickly adapt to changing processes, procedures, and technologies in a fast-paced environment.
• Problem-Solving: Excellent problem-solving skills, with the ability to research, analyze, and resolve complex technical issues.
• Productivity: Proven ability to maintain high levels of productivity while delivering quality support and meeting defined SLAs.
• Team Player: Collaborative mindset and willingness to work with cross-functional teams to resolve issues and contribute to the overall success of the organization.
• Documentation Skills: Strong documentation skills to accurately record customer interactions, technical solutions, and issue resolutions.
• Continuous Learning: Passion for learning and staying up to date with the latest technology trends and industry best practices.
• HIPAA Compliance: Understanding and ability to comply with all HIPAA rules and regulations.

Skills

Required

• Excellent problem-solving skills
• Collaborative mindset
• Strong documentation skills
• Passion for learning

Benefits

• The hourly range for this role is $20.00 to $25.00 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 10%. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.