The support analyst team is Office Practicum's most customer focused team. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Team members need to have a passion for client service and enjoy troubleshooting. This is a frontline client-focused position with the overall goal of restoring the relationship between OP and our clients. Team members will be responding to incoming questions, requests, and concerns from Office Practicum clients.

This can be a remote position.

Essential Functions / Tasks / Duties / Responsibilities:

• Respond to incoming client inquiries via telephone, chat, and email.
• Research and resolve client issues and requests.
• Explain complex issues in appealingly simple terms
• Manage case backlog and meet commitments to clients
• Escalate tickets properly
• Represent client needs and concerns when interacting with various OP departments
• Stays current on all software releases, enhancements, and reported issues
• Utilize critical thinking, root cause analysis, and problem solving skills to address client issues in the most efficient way possible

How to Perform Essential Functions:

• 80% of work is performed via real-time/live conversations with clients via telephone and chat.
• All work is performed via computer, using various software programs. Software applications include: Google suite of products, Salesforce CRM, JIRA ticketing system, and Office Practicum EHR. Telephone is used in most client interactions.

Competencies

Skills

• Critical thinking,
• Ability to conceptualize abstract concepts as they pertain to software
• Root cause analysis and troubleshooting
• Ability to learn new things
• Service oriented / customer focus
• Excellent oral and written communication
• Attention to detail
• Change tolerant
• Professional
• Flexible
• Effectively work independently or in a team
• Time management
• Metric conscious
• Confident
• Active listening
• Relationship building
• Customer service
• Data entry
• Technologically proficient, using various software applications, e.g., Google Suite, Outlook, Salesforce CRM

Abilities

• Passion and enthusiasm that are easily recognizable
• You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions
• Conversationalist / An engaged participant
• Friendly / Empathetic
• Takes responsibility for own development
• Independent
• Seeks to understand cause and effect
• Makes the team better

Education / Professional Certifications or Licenses Required:

• A Bachelor Degree is preferred, but not required to be successful

Experience Requirements:

• Previous customer service position, requiring a technology component to perform duties. This could be in a variety of settings and industries, including financial, insurance, medical, hospitality, etc.
• EHR experience (preferred)
• RCM / Medical Billing experience (preferred)

Supervisory responsibilities:

• None

Work Environment / Physical demands/ Travel Requirements :

• Computer and telephone required to perform duties.
• As a Tier 1 analyst, you will be required to work a rotating Closing Shift (11 am - 8 pm ET). If you are unable to work your designated closing shift, it is your responsibility to find coverage.

Benefits:

Our team members enjoy a variety of benefits, including, but not limited to:

• Medical, Prescription, Vision, and Dental Insurance
• Life Insurance
• 401(k) with company match
• Paid Time Off, Holidays, and Volunteer Hours
• Company Wellness Program
• Employee Assistance Program
• Short and Long Term Disability Insurance
• Pet Insurance
• Tuition Assistance Program
• Employee Recognition Program

Equal employment Opportunity Statement:

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law.

You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement:

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate. In general, it is your responsibility to notify your supervisor of the need for accommodation. Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability. Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.