Technical Support Analyst

Summary

Privia Health is a technology-driven physician enablement company that uses cloud-based technology and operations to improve healthcare delivery. The Technical Support Analyst provides customer-facing hardware, software, and systems support for end-user computers and endpoint protection services, assists care center staff with technology systems, manages support cases, and contributes to process improvements and technology implementations.

Responsibilities

• 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
• 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
• Consistently meet call center productivity and quality standards
• 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

Skills

• Education: High school diploma is required
• Work Experience: 1+ years of work-related experience
• Technical Skills: Strong understanding of Google Apps, NinjaOne, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems
• 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
• **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
• Associate's degree or equivalent work experience is preferred
• Experience in healthcare is preferred
• Remote Work Experience: Experience working in a remote workforce culture is a plus
• Familiarity with networking concepts is a plus

Qualifications

Must Haves

• Education: High school diploma is required
• Work Experience: 1+ years of work-related experience
• Technical Skills: Strong understanding of Google Apps, NinjaOne, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems
• 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
• **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

Nice to Haves

• Associate's degree or equivalent work experience is preferred
• Experience in healthcare is preferred
• Remote Work Experience: Experience working in a remote workforce culture is a plus
• Familiarity with networking concepts is a plus

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Pet insurance
• 401K
• Paid time off
• Other wellness programs
• This role is also eligible for an annual bonus targeted at 10%.
• This is a fully remote position.
• Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.