Product Support Analyst

at  MAXIMUS Services LLC

DEPARTMENT SUMMARY

The Product team at Maximus Canada delivers eHealth software, services and support to 10 Canadian jurisdictions and internationally. The flagship product, Medigent, enables the automated processing and payment of medical claims for Medicare, Pharmacies, Dental and Medical travel. The Product streamlines the beneficiary enrolment and management process, enables provider portals for claim and payee management and provides clinicians with a real-time drug information system tailored to their jurisdiction.

POSITION SUMMARY

The Product Support Analyst will report to the Director, Product Support, and work alongside the Product Support team to ensure we’re delivering the best possible service to customers. The position provides frontline health Product support to Product customers via multiple channels (phone, email, chat, ServiceNow etc.). The Product Support Analyst is responsible for diagnosing, triaging, researching, and resolving customer issues within defined service levels and to customer satisfaction.

KNOWLEDGE, SKILLS AND ABILITIES

• Customer Service and Customer focus
• Exceptional interpersonal skills
• Strong written and oral communication skills
• Technical competence
• Experience using ServiceNow (Preferred)
• High level of initiative and work well in a team environment
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction in a remote-work environment
• Ability to work with people from a variety of different culturally diverse backgrounds

EDUCATION

• Completion of post secondary education would be an asset
• Ideally 1-2 years experience working in a customer service role in a call center
• Knowledge of the SDLC & ITIL frameworks an asset

Please refer the Job description for details