Technical Support Analyst

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.

• 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.