Sr. Technical Support Analyst

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description

The Senior Technical Support Analyst is a customer-facing role that offers a unique opportunity to enhance skill sets and work across a wide range of customer experience and technology services. This position is responsible for providing hardware, software, and general systems support for end-user computers and endpoint protection services. As a senior, you will mentor junior team members in case management handling and customer call handling. This is a fully remote position and plays a crucial role in supporting the Care Center's end-user devices. The ideal candidate is innovative, energetic, adaptable to new processes and procedures, and can effectively handle a high volume of requests while maintaining quality support. This role will also have the opportunity to research and resolve complex issues that previous support analyst levels have been unable to fix.

• Responding to high volume inquiries via email, phone, and other communication channels
• Provide hardware, software, and general systems support for end-users computers. Troubleshoot issues and provide timely resolutions to customers in a professional and customer-focused manner
• Assisting care center staff with technology systems such as athenaNet, Privia Connect, Salesforce, and other software
• Collaborating with cross-functional teams on projects, tasks, and cases
• Showcase effective case management by resolving a high volume of diverse case types, ensuring timely and effective resolution while maintaining clear communication and adherence to established guidelines and service level agreements.
• Guide and mentor junior team members in customer call handling. Ensure the delivery of high-quality support and continuous development of skills among team members.
• Research and resolve the most complex technical issues that previous support levels have been unable to fix. Utilize advanced troubleshooting techniques and problem-solving skills.
• Participating in the implementation of new care centers and providing technical assistance remotely.
• Identify opportunities to improve existing processes and procedures. Actively contribute to the development and implementation of new support methodologies. Identify and report common issues and trends to management.
• Monitor the team dashboard, respond to performance indicators, and assist the team manager in meeting call center productivity and quality standards. Consistently meet call center productivity and quality standards.
• Collaborate with cross-functional teams, such as network operations, software development, and infrastructure teams, to resolve escalated issues and ensure smooth daily operations.
• Accurately document all customer interactions, technical solutions, and issue resolutions in the designated knowledge base or ticketing system.
• Stay up to date with the latest technology trends, industry best practices, and product knowledge. Continuously enhance personal expertise.
• Other duties as assigned

Qualifications

• Education: High school diploma is required. Associate's degree or equivalent work experience is preferred.
• Work Experience: 3+ years of work-related experience. Experience in healthcare is preferred.
• Remote Work Experience: Experience working in a remote workforce culture is a plus.
• Technical Skills: Strong understanding of Google Apps, ConnectWise, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems. Familiarity with networking concepts is a plus.
• Customer Focus: Strong customer service and communication skills. Ability to interact professionally with customers to gather information and provide technical assistance.
• Adaptability: Ability to quickly adapt to changing processes, procedures, and technologies in a fast-paced environment.
• Problem-Solving: Excellent problem-solving skills, with the ability to research, analyze, and resolve complex technical issues.
• Productivity: Proven ability to maintain high levels of productivity while delivering quality support and meeting defined SLAs.
• Team Player: Collaborative mindset and willingness to work with cross-functional teams to resolve issues and contribute to the overall success of the organization.
• Documentation Skills: Strong documentation skills to accurately record customer interactions, technical solutions, and issue resolutions.
• Continuous Learning: Passion for learning and staying up to date with the latest technology trends and industry best practices.
• HIPAA Compliance: Understanding and ability to comply with all HIPAA rules and regulations.

The hourly rate range for this role is $28.00- $35.00hr in base pay. in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 10% .The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Additional Information

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.