Enterprise Technical Support Analyst

This is a fully remote position, open to applicants in Utah.

📋 Description

• Handle incoming calls and/or web inquiries from our key clients.

• Make outbound calls as necessary to clients for the resolution of support issues.

• Address case comments on our web portal to assist our clients effectively.

• Thoroughly document support cases, outlining research steps and resolutions.

• Identify client issues and engage relevant internal resources to ensure prompt resolution.

• Utilize available resources to resolve issues independently and efficiently.

• Maintain effective communication within the department and across other departments.

• Aim to meet and exceed both individual and team goals and metrics.

• Adhere to the phone schedule to guarantee adequate coverage for our clients.

• Exhibit professionalism in all communications with clients, both in writing and verbally.

• Carry out additional responsibilities and/or projects as assigned by management within the scope of responsibility.

⛳️ Requirements

• A 4-year bachelor’s degree is preferred.

• Prior experience in healthcare, including medical billing, coding, administration, or experience in revenue cycle management or technology support is highly preferred.

• Outstanding client service skills.

• Technologically proficient with excellent troubleshooting and analytical abilities.

• Familiarity with EDI files is an advantage.

• Proficient in Microsoft applications (Outlook, Word, Excel).

• Demonstrates initiative and employs critical thinking skills regularly.

• Professional, effective, and clear communication skills.

• Comfortable in de-escalating client issues and managing client temperament.

• A team player who can collaborate effectively with others towards a shared goal, fostering strong alliances with clients, partners, and colleagues.

🏝️ Benefits

• Competitive total rewards package (base salary + bonus, if applicable).

• Customizable benefits package (three medical plans with a Health Savings Account company match).

• Generous paid time off for non-exempt team members, starting with three weeks plus 13 paid holidays, including two personal floating holidays.

• Flexible time off for exempt team members plus 13 paid holidays.

• Paid parental leave (including maternity and paternity leave).

• Opportunities for education assistance and free access to LinkedIn Learning.

• Complimentary mental health and family planning programs, including adoption assistance and fertility support.

• 401(K) program with company matching.

• Pet insurance.

• Employee resource groups.