Technical Product Support Analyst II

**Technical Product Support Analyst ll** **This position is remote** We are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support. At ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare. **Duties and Responsibilities:** * Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools. Outbound calls and meetings also included; * Contact and interface for customers regarding support, troubleshooting and problem resolution; * Resolve technical support issues for supported products within identified timeframes with a focus on first call resolution; * Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process; * Ability to deescalate customer’s and resolve customer technical escalations; * Create knowledge articles to assist department in resolving known customer issues; * Mentor Level 1 Analyst on troubleshooting; how to isolate whether an issue is user, data, configuration, or system\-related as well as performing a root cause analysis, etc. * Document all activities with customers in CRM per defined process and procedures; * Resolve open cases within specified guidelines; * Elevate issues following escalation procedure timely and as appropriate; * Perform other duties as assigned; * Maintain compliance with ComplexCare Solutions’ policies, procedures and mission statement; * Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and * Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of Employer. **Job Requirements:** * Minimum of 2 years’ experience in customer service; * Experience with MS Office Products; * Experience multi\-tasking in a fast paced, detail\-oriented environment; * Experience working independently * Experience working with cross\-functional teams; * Experience with problem\-solving; * Knowledge working with Problem Management, Records Management ticketing system Zendesk; * Minimum 3 years’ experience in a call center environment with high volume of transactions is preferred; * Experience in Healthcare IT industry or medical billing experience is preferred; * Experience in So