Tech Support Analyst

Responsibilities:

• Provides technical support to the enterprise, third-party vendors, patients, and clients through various support channels: email, chat, self-service, inbound/outbound calls
• Empathize with end-user needs and provide technology guidance
• Provides reliable and consistent service to end-users
• Act as an advocate for end-users by anticipating, identifying, and addressing their concerns
• Uses existing procedures and facts to solve routine problems or conduct routine analyses
• Performs incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution
• Data center construction, operations, and maintenance by properly documenting troubleshooting performed, resolution provided, and all pertinent information necessary to improve the service are recorded in a timely manner
• Understand technology functionalities, standard operating procedures, common issues, and solutions
• Maintain up-to-date knowledge about deployed technology trends and how they affect the business
• Practice process gap analysis and recommend continuous service improvements
• Promotes healthy working environment by exercising healthy working relationship with peers, leaders, counterparts
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so