Senior Customer Support Analyst | Remote | NantIQ
NantIQ is adding a Senior Customer Support Analyst (Sr. CSA) to our Customer Support team. In this role, you'll serve as the primary point of contact for our health plan trading partners, providing timely, high-quality customer and technical support. A successful team member in this role troubleshoots complex problems, and communicates clear solutions and status updates to all internal and external stakeholders. You have strong attention to detail and ensure thorough case documentation and escalation follow-through while creating knowledge base content and collaborating with your colleagues to improve support processes.
This is a remote position, offering the opportunity to work remotely within the United States.
Responsibilities include, but are not limited to:
Serve as a Client Support Liaison for health plan trading partners. In this capacity, the senior client support analyst is responsible for tracking plan-specific metrics, trending issues, and for escalating and following up on specific case issues
Provide timely responses and status updates for all customer support and technical support requests from users and plans
Clearly articulate solutions to problems verbally and in writing
Monitor multiple tools concurrently to troubleshoot issues and find solutions
Work effectively with others to brainstorm solutions to complex problems.
Analyze data, look for trends, and report on them as necessary.
Ensure all support requests, follow-up and resolution notes are appropriately documented, particularly when escalation is required.
Provide proactive and constructive feedback to peers and counterparts when appropriate
Create and edit articles in Knowledgebase pertaining to technical support, common issues, troubleshooting steps and associated operational support processes.
Education & Experience Requirements:
5 years’ of related experience required with a Bachelor’s degree (equivalent experience may be considered in lieu of degree)
Advanced knowledge of job area
Proficiency working with Microsoft Office applications (such as Word and Excel)
Familiarity working with CRM systems and Salesforce.com strongly preferred.
Passionate about providing exceptional customer service and producing high-quality work.
Required Knowledge, Skills and Abilities:
Ability to effectively problem solve, including difficult problems
Recommend process improvements as identified
Ability to work independently under limited supervision
Ability to effectively and professionally communicate with internal partners, external customers, vendors, etc.
This is an hourly, non-exempt position. The hourly range for applicable US-based applicants to this position is below. The specific rate will depend on the successful candidate’s qualifications, prior experience as well as geographic location.
$28.00 - $37.50 per hour, plus bonus potential