Senior Analyst Product Support Job in Simplify Healthcare

Role: Level 1 and Level 2 Lead Technical Support Engineer for the web-based products. Candidate should be highly experienced in providing excellent customer service and problem escalation/resolution. Responsibilities: Provide Level 1 and Level 2 support to end user requests Provide troubleshooting and technical support via phone, web-based tools and email Advise customers regarding the product s proper use and address specific user issues During problem escalations, act as a liaison between customers and Level 3 support Candidate should assist the customers during deployments Responsibilities of the talent/resourcing involved in providing support and Levels of incident or request treatment related to priority, urgency, escalation treatment and service level agreements (SLAs) Proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities Perform staff scheduling level 1/2 support during normal business hours and on-call supports Preparing and Reviewing understanding document with Customer and getting sign off Required Skills: Ability to understand web-application functionalities, customizations Solid experience in problem analysis and resolution of software problems Proven ability to function in a self-directed environment Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success Innovative thinker who is positive, proactive, and readily embraces change Ability to handle clients professionally during all interfaces Strong written and verbal communication skills