IT Analyst 1

Summary

Heartland Dental is a dental support organization providing non-clinical administrative support services to dental practices. The IT Analyst 1 - Inbound, IT Account Management provides remote access management and software support, handles customer inquiries, resolves account issues, and supports user provisioning across core systems.

Responsibilities

• Deliver efficient and valuable customer service via phone, email, and tickets
• Handle inbound communications professionally; answer inbound phone calls, addressing customer needs promptly and courteously
• Respond to electronic requests from customers in a timely manner
• Support user account provisioning, maintenance, and de-provisioning of dental office users within a variety of applications
• Troubleshoot and resolve user account login issues (password resets, Active Directory changes, Office 365, email, etc.)
• Facilitate electronic claims setup and address related support questions
• Provide support to the internal stakeholders to ensure dental providers’ user account information is set up and functioning within the current dental practice management software
• Handle creation, maintenance, and troubleshooting of dental office accounts on insurance websites, ensuring seamless access and functionality
• Educate end users on self-service tools for common account management tasks
• Participate as a member of the IT Account Support Team by providing feedback on current processes and tools used to support and solve user account issues and incidents
• Accurately document support activities, escalating complex issues to appropriate teams for resolution as necessary
• Other projects as assigned

Skills

• Completion of one year of relevant experience in a customer service/support role
• Practical customer service skills, demonstrating the ability to manage customer inquiries and deliver exceptional service
• Ability to answer telephone calls and communicate information to customers
• Exceptional verbal and written communication skills, with the ability to convey information clearly and across various channels
• Strong computer skills, with excellent organizational skills, accuracy, and attention to detail
• Ability to work well under pressure and prioritize multiple tasks
• High level of maturity, personal initiative, and sound judgment with the ability to interact with co-workers in a collegial manner to accomplish common task
• Customer service experience in IT or healthcare fields
• Completion of associates degree in IT field
• Active Directory experience
• Familiarity with Azure
• Payor websites experience

Qualifications

Must Haves

• Completion of one year of relevant experience in a customer service/support role
• Practical customer service skills, demonstrating the ability to manage customer inquiries and deliver exceptional service
• Ability to answer telephone calls and communicate information to customers
• Exceptional verbal and written communication skills, with the ability to convey information clearly and across various channels
• Strong computer skills, with excellent organizational skills, accuracy, and attention to detail
• Ability to work well under pressure and prioritize multiple tasks
• High level of maturity, personal initiative, and sound judgment with the ability to interact with co-workers in a collegial manner to accomplish common task

Nice to Haves

• Customer service experience in IT or healthcare fields
• Completion of associates degree in IT field
• Active Directory experience
• Familiarity with Azure
• Payor websites experience

Benefits

• Remote work arrangement