Company:
Privia Health
Location: Arlington
Closing Date: 16/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description
The Technical Support Analyst role offers a dynamic opportunity to develop skills while working across a broad spectrum of customer experience and technology services. This position is responsible for delivering comprehensive hardware, software, and systems support to both healthcare providers and corporate employees. This role offers the unique opportunity to blend remote work flexibility with on-site engagement at our headquarters. By providing technical assistance and troubleshooting across a broad spectrum of customer experience and technology services, the Analyst ensures seamless operations and maintains high-quality support. The ideal candidate will be innovative, energetic, and adaptable, with the ability to manage a high volume of requests while consistently upholding exceptional support standards.
Primary Job Duties:
Respond to a high volume of inquiries via email, phone, and other communication channels, providing professional and customer-focused support.
Deliver hardware, software, and general systems support for end-user computers, troubleshooting issues, and providing timely resolutions.
Assist care center staff and corporate users with technology systems including athenaNet, Privia Connect, Salesforce, and other software applications.
On-Site Visits: Travel to headquarters as leadership discretion to provide on-site technical support, address complex issues, and collaborate with internal teams.
Effective Case Management: Manage a diverse range of cases, ensuring timely and effective resolution while maintaining clear communication and adherence to service level agreements (SLAs).
Project Collaboration: Work with cross-functional teams on projects and tasks, both remotely and on-site, to resolve issues and contribute to successful project outcomes.
Process Improvement: Identify and implement process improvements. Contribute to the development of new support methodologies and report common issues and trends to management.
Documentation: Accurately document all customer interactions, technical solutions, and issue resolutions in the knowledge base or ticketing system.
Training and Development: Stay current with the latest technology trends and industry best practices. Continuously enhance personal expertise and skills.
The Technical Support Analyst role offers a dynamic opportunity to develop skills while working across a broad spectrum of customer experience and technology services. This position is responsible for delivering comprehensive hardware, software, and systems support to both healthcare providers and corporate employees. This role offers the unique opportunity to blend remote work flexibility with on-site engagement at our headquarters. By providing technical assistance and troubleshooting across a broad spectrum of customer experience and technology services, the Analyst ensures seamless operations and maintains high-quality support. The ideal candidate will be innovative, energetic, and adaptable, with the ability to manage a high volume of requests while consistently upholding exceptional support standards.
Primary Job Duties:
Respond to a high volume of inquiries via email, phone, and other communication channels, providing professional and customer-focused support.
Deliver hardware, software, and general systems support for end-user computers, troubleshooting issues, and providing timely resolutions.
Assist care center staff and corporate users with technology systems including athenaNet, Privia Connect, Salesforce, and other software applications.
On-Site Visits: Travel to headquarters as leadership discretion to provide on-site technical support, address complex issues, and collaborate with internal teams.
Effective Case Management: Manage a diverse range of cases, ensuring timely and effective resolution while maintaining clear communication and adherence to service level agreements (SLAs).
Project Collaboration: Work with cross-functional teams on projects and tasks, both remotely and on-site, to resolve issues and contribute to successful project outcomes.
Process Improvement: Identify and implement process improvements. Contribute to the development of new support methodologies and report common issues and trends to management.
Documentation: Accurately document all customer interactions, technical solutions, and issue resolutions in the knowledge base or ticketing system.
Training and Development: Stay current with the latest technology trends and industry best practices. Continuously enhance personal expertise and skills.
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