Remote job
Customer Support Analyst II
Job details
About this role
Role overview Provide technical customer support for a business-to-business healthcare exchange and its related products. You’ll investigate varied customer issues, explain system functions, and coordinate with other teams to resolve problems accurately and within service guidelines.
Responsibilities - Serve as a main contact for customers reaching support by phone, email, or web portal. - Troubleshoot product, system access, and connectivity issues using support tools and documented procedures. - Record customer questions, investigations, and resolutions in a customer relationship management system. - Use and update the support knowledge base with information about new and recurring issues. - Escalate issues that need additional expertise and work with other departments on resolution. - Share knowledge and provide guidance to more junior analysts when needed.
Requirements - A degree in computer systems or a related technical, scientific, engineering, or business field; a relevant certification; or over one year of customer support experience with internet, application, or business software services. - Strong verbal and written communication, customer service, and technical troubleshooting skills. - Ability to understand information system components, including databases, user interfaces, and communication between applications. - Good organization and sound judgment while managing deadlines and speaking with customers. - Ability to work independently, learn proactively, and contribute in a collaborative, fast-paced environment. - Availability for 8-hour shifts scheduled between 5 a.m. and 6 p.m. Mountain Time, Monday through Friday, plus rotating weekend and holiday on-call coverage; willingness to travel up to 20% annually.
Nice to have - Experience in healthcare or supply chain operations. - Strong planning, attention to detail, initiative, and collaborative problem solving.
Benefits and work setup - Estimated hourly pay range: $21.63–$26.92; actual pay depends on qualifications, skills, and experience.