Tech Support Analyst

at  ReviveHealth

Description:
About Revive:
ReviveHealth has introduced a new exciting and innovative platform for the delivery of whole-person virtual and in-person care. We are leveraging technology, partnering with forward-thinking organizations, and developing best-in-class practices focused on a truly unique customer care experience. Our flexible platform allows us to meet the changing demands in the delivery of quality care services from individual needs to large employer groups. We believe that it is time healthcare received a major upgrade. ReviveHealth is headquartered in Jacksonville, Florida, and is seeking an experienced, innovative, knowledgeable, results-oriented, and service-oriented Technical Support Analyst to join our growing team.
About the role:
Member experience is a critical aspect of Revive’s mission. This Tier 2 support role will be integral in resolving member support issues in supporting Revive’s goal for members to have a consistent, issue-free, and all-around great member portal experience. This position is responsible for resolving/triaging all member issues that cannot be resolved by the Tier 1 Customer Support team, supporting requests/issues from customer IT teams, and supporting internal ad hoc technical inquiries. This individual will work closely with internal stakeholders, customer stakeholders, and external partner vendors to drive issues to resolution.
Additionally, this individual will exhibit a high degree of self-motivation, the ability to interact and communicate well with a diverse end-user population, and deliver superior customer service beyond just meeting expectations.

Duties & Responsibilities:

• Respond to incoming IT support requests and ad hoc queries via phone, email, or ticketing system.
• Maintain ownership of issues from problem identification through final resolution, documenting problem details and resolution in a clear & concise manner within the ticketing system and communicating resolution to stakeholders.
• Proactively monitor system alerts and address issues.
• Explain technical issues to non-technical users.
• Develop Subject Matter Expertise of Revive’s internal systems and 3rd party SAAS applications.
• Document Knowledge Base entries.
• Identify issue trends and make recommendations to Development and Product teams to reduce future issues.
• Regularly engage in remote collaboration and communication with developers and other internal teams.
• Respond to application outages - Take charge of outages, and lead calls until they are resolved, and make sure the root cause has been found, fixed, and documented.
• Identify opportunities & implement solutions to enhance production triage and improve time to detect / time to resolve issues.

Requirements:

Qualifications:

• 3 years of relevant support experience.
• 2 years experience supporting web and mobile applications.
• Intermediate SQL experience.
• Prior experience setting up and managing SFTP connections.
• Prior experience supporting APIs.
• Previous experience working with health insurance or in a health care environment preferred.
• Knowledge of Atlassian platform is a plus.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills documenting issues/resolutions & working with business stakeholders & software developers.
• Ability to effectively present information clearly and concisely.
• Thrives in a dynamic, fast-paced environment with competing requests & priorities.
• Strong customer service ethos.
• Able to work outside normal business hours as necessary to resolve critical issues

• Respond to incoming IT support requests and ad hoc queries via phone, email, or ticketing system.
• Maintain ownership of issues from problem identification through final resolution, documenting problem details and resolution in a clear & concise manner within the ticketing system and communicating resolution to stakeholders.
• Proactively monitor system alerts and address issues.
• Explain technical issues to non-technical users.
• Develop Subject Matter Expertise of Revive’s internal systems and 3rd party SAAS applications.
• Document Knowledge Base entries.
• Identify issue trends and make recommendations to Development and Product teams to reduce future issues.
• Regularly engage in remote collaboration and communication with developers and other internal teams.
• Respond to application outages - Take charge of outages, and lead calls until they are resolved, and make sure the root cause has been found, fixed, and documented.
• Identify opportunities & implement solutions to enhance production triage and improve time to detect / time to resolve issues