Product Support Technician Job at Post Acute Analytics
Who We Are
Post Acute Analytics (PAA) leads the transformation of care delivery to improve patient lives by actioning real-time insights across a connected healthcare system. This is possible by implementing our artificial intelligence (AI) based, turnkey integration solution – PAA Anna™ Platform (Anna™) – with healthcare providers’ and payers' systems. Anna™ permits total transparency of their patients’ journeys through post-acute care in real-time and enables proactive intervention to prevent negative quality and cost events. PAA currently partners with seven of the top ten health systems, most national health plans, and national and regional post-acute providers.
What You'll Be Doing
The Product Support Technician (PST) will resolve customer issues that arrive by email and log these into our customer support tool, Service Desk Plus. The PST will determine whether the customer issue is a software bug, a result of a configuration issues or a customer understanding issue. The PST will resolve the issue for the customer, if possible, using our software or inform the technical team of the software bug. The PST will need to communicate resolution to the customer and issues to internal teams.
- Resolve large numbers of customer tickets by analyzing the customer’s complaint, investigating data and setup scenarios in our software and reviewing system documentation to determine root cause, and then updating our software (Anna) on the customer’s behalf or directing the customer how to resolve the issue.
- Communicate ticket status and resolution process to our customers using well-written emails that communicate empathy and help customers resolve their issue or understand what actions our team is taking to assist.
- Document resolution steps and customer issue details in the customer ticketing system.
- Communicate and diagnose root causes by communicating with teams inside and outside of Product Support and raise issues where resolution cannot be determined to Tier II support.
- Train other product support technicians.
Required Experience:
- Minimum of 3 years of customer service experience
- Healthcare experience
- EMR or billing system experience
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