Technical Product Support Analyst I

Summary

Join ComplexCare Solutions as a Technical Product Support Analyst I and provide technical assistance to customers and vendors via phone, email, and chat. You will troubleshoot and resolve issues related to application software, operating systems, and integrated third-party products. This role requires strong customer service skills, experience with CRM software, and the ability to manage multiple tasks efficiently. You will document customer interactions and escalate issues as needed, adhering to company policies and HIPAA regulations. The position offers a competitive salary and benefits package, including performance-based incentives. ComplexCare Solutions values diversity and inclusion and encourages applications from all qualified individuals.

Requirements

• Minimum of 1 year of experience in customer service
• Experience multi-tasking in a fast paced, detail-oriented environment
• Experience working independently
• Experience working with cross-functional teams
• High School Graduate or General Education Degree (GED)

Responsibilities

• 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 existing customers and communicate to sales team via workflow process
• Document all activities with customers in CRM per 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
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer

Preferred Qualifications

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

Benefits

• Competitive Salary and Benefits Package
• Performance-based incentives