Analyst Sr Analyst

The impact you will make

The Technical Support Analyst (Contact Center) plays an integral role in our ongoing commitment to delight our customers by resolving technical support tickets for our revenue cycle products. Through unmatched customer service with a focus on quality and SLA achievement, this role takes timely action on all technical support requests. With subject matter expertise of our products and technical team support structure, the Technical Support Analyst (Contact Center) enjoys opportunities for career growth through both learning and internal career mobility.

What you will do

Major Responsibilities/Activities:

• Become knowledgeable of the following:
• Revenue cycle product suite
• Salesforce Case Management
• Steps to resolve customer support requests
• Support models for routing to the correct technical team
• Delight our customers by ensuring technical support requests receive a quality response within the SLA of one business day
• Ensure that all cases received by chat are logged in Salesforce and receive a case number
• Ensure that all cases are updated in Salesforce as additional actions or correspondence takes place
• When unable to fully resolve the case, leverage all available resources including support models to ensure cases are routed to the appropriate team while maintaining the action plan for the customer in Salesforce
• Adhere to all internal SLAs, minimize backlog risk
• Identify any trends in customer support requests and notify supervisor
• Identify potential business critical issues and escalate appropriately
• Understand and ensure the critical nature of data accuracy for customer data tables
• When on-customer chat, ensure action is taken for critical requests that can be resolved without routing. When routing is necessary, ensure routing takes place as soon as possible, during regular business hours
• Follow established policies and procedures regarding case resolution