Technical Support Analyst

Primary 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; determines issue priority, provisioning, and service request fulfillment; installs upgrades and releases/deployments; and analyzes and resolves problems
• Constructs, operates, and maintains data centers by properly documenting troubleshooting performed, resolution provided, and all pertinent information necessary to improve the service in a timely manner
• U...