[Remote] Technical Support Analyst

Note: The job is a remote job and is open to candidates in USA. Privia Health is a technology-driven, national physician enablement company that collaborates with medical groups and health systems. The Technical Support Analyst role involves providing hardware, software, and systems support for end-user computers while ensuring high-quality customer service and collaboration with cross-functional teams.

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

Skills

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

Benefits

• Medical
• Dental
• Vision
• Life
• Pet insurance
• 401K
• Paid time off
• Other wellness programs

Company Overview

Company H1B Sponsorship