Note: The job is a remote job and is open to candidates in USA. NantIQ is hiring a Senior Customer Support Analyst to provide customer and technical support to health plan trading partners. The role troubleshoots complex issues, communicates solutions and status updates, documents and escalates cases, and develops knowledge base content while helping improve support processes.

Responsibilities

• Serve as a Client Support Liaison for health plan trading partners. In this capacity, the senior client support analyst is responsible for tracking plan-specific metrics, trending issues, and for escalating and following up on specific case issues
• Provide timely responses and status updates for all customer support and technical support requests from users and plans
• Clearly articulate solutions to problems verbally and in writing
• Monitor multiple tools concurrently to troubleshoot issues and find solutions
• Work effectively with others to brainstorm solutions to complex problems
• Analyze data, look for trends, and report on them as necessary
• Ensure all support requests, follow-up and resolution notes are appropriately documented, particularly when escalation is required
• Provide proactive and constructive feedback to peers and counterparts when appropriate
• Create and edit articles in Knowledgebase pertaining to technical support, common issues, troubleshooting steps and associated operational support processes

Skills

• 5 years' of related experience required with a Bachelor's degree (equivalent experience may be considered in lieu of degree)
• Advanced knowledge of job area
• Proficiency working with Microsoft Office applications (such as Word and Excel)
• Passionate about providing exceptional customer service and producing high-quality work
• Ability to effectively problem solve, including difficult problems
• Recommend process improvements as identified
• Ability to work independently under limited supervision
• Ability to effectively and professionally communicate with internal partners, external customers, vendors, etc
• Familiarity working with CRM systems
• Salesforce.com

Benefits

• Remote position within the United States
• Robust medical, dental, and vision insurance
• Financial planning assistance
• Physical and mental wellness discounts
• Optional annual subscription to the Headspace app
• Unlimited access to the online learning platform
• Paid Time Off for Full Time employees (hourly)
• Flex Time Off for Full Time employees (salaried)
• Growth and Development opportunities
• 401(k), including a 3% company match
• Paid Holidays
• Paid Parental Leave, including a flexible return-to-work program
• Employee Assistance Program
• Discounts on popular cell phone plan providers
• Life & Disability Insurance
• Travel Assistance
• Education Assistance Program

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