Technical Support Analyst

Company Description The Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Company Description The Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description The Technical Support Analyst is a customer-facing role that offers a unique opportunity to enhance skill sets and work across a wide range of customer experience and technology services. This position is responsible for providing hardware, software, and general systems support for end-user computers and endpoint protection services. This is a fully remote position and plays a crucial role in supporting the Care Center's end-user devices.

The ideal candidate is innovative, energetic, adaptable to new processes and procedures, and can effectively handle a high volume of requests while maintaining quality support.

• Responding to high volume inquiries via email, phone, and other communication channels.
• Provide hardware, software, and general systems support for end-users computers. Troubleshoot issues and provide timely resolutions to customers in a professional and customer-focused manner.
• Assisting care center staff with technology systems such as athena
  
  Net, Privia Connect, Salesforce, and other software
• Collaborating with cross-functional teams on projects, tasks, and cases
• Showcase effective case management by resolving a high volume of diverse case types, ensuring timely and effective resolution while maintaining clear communication and adherence to established guidelines and service level agreements.
• Participating in the implementation of new care centers and providing technical assistance remotely.
• Identify opportunities to improve existing processes and procedures. Actively contribute to the development and implementation of new support methodologies. Identify and report common issues and trends to management
• Consistently meet call center productivity and quality standards.
• Accurately document all customer interactions, technical solutions, and issue resolutions in the designated knowledge base or ticketing system.
• Stay up to date with the latest technology trends, industry best practices, and product knowledge. Continuously enhance personal expertise.

Qualifications

• Education:
  
  High school diploma is required. Associate's degree or equivalent work experience is preferred.
• Work Experience:
  
  1+ years of work-related experience. Experience in healthcare is preferred.
• Remote
  
  Work Experience:
  
  Experience working in a remote workforce culture is a plus.
• Technical
  
  Skills:
  
  Strong understanding of Google Apps, Ninja One, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems. Familiarity with networking concepts is a plus.
• Customer Focus:
  Strong…