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Ticket Support Analyst

3 months ago

Huntington, West Virginia, United States Beacon Healthcare Systems, Inc. Full time

Beacon is seeking a Ticket Support Analyst to join our team You will be responsible for the Ticket triage and routing tickets to the appropriate teams.

Ensure you read the information regarding this opportunity thoroughly before making an application.

LOCATION: Huntington Beach, CA (Company HQ)

COMPENSATION: Annual salary in-line with experience plus benefits Package

RESPONSIBILITIES:

  • Salesforce and Jira Ticket Coordination
  • Manage the ticket count down to agreed upon level
  • Reduce ticket aging to agreed upon level
  • Reduce "cycling" of tickets; seek resolution
  • Ticket Triage and routing / Ensure all issues are properly logged and assigned to the correct team
  • Run daily/weekly ticket count reports in aggregate and by function
  • Automate and track each functions' tickets
  • Utilize CRM to track tickets
  • Escalate unresolved issues to appropriate internal teams
  • Work with Customer Service Staff in DC which includes Shared Services and Development Resources
  • Assist in building, enforcing, and educating staff on Customer Service Workflows, Policies, and Procedures
  • Ensure ticket completion within agreed upon SLAs for each client.
  • Coordinate with Product and Development teams to tickets are being executed accurately and in a timely manner.
  • Support the Account Management Team on ensuring RCAs are returned within the timeframes in which are committed too.
  • Establish a passion for resolution and winning; incentives.

QUALIFICATIONS:

  • Previous experience in help desk support or other related fields
  • Strong customer service experience
  • Strong analysis and critical thinking skills
  • Deadline and detail-oriented

CORE SKILLS:

  • Excellent written and verbal communication
  • Adept at project and change management
  • High level of organization
  • Ability to perform under pressure

QUALIFICATIONS, EDUCATION & EXPERIENCE:

  • Associate degree
  • 3+ years of experience in help desk support

PERSONAL CHARACTERISTICS & TRAITS:

  • The ability to work effectively individually and as part of a team.
  • Strong organizational skills and ability to prioritize tasks with little supervision.
  • Ability to identify a problems root cause and drive to resolution.

PERSONAL COMPETENCIES:

  • Learns quickly
  • Strong time management
  • Ability to interact in build relationships at all levels of the organization
  • Problem-solving and critical thinking skills as required to overcome obstacles
  • Excellent written & oral communication skills

About Beacon Healthcare Systems, Inc.

Beacon is your trusted partner for health plan appeals, grievances, compliance, and analytics.

In today's healthcare environment, you need a partner you can trust to help manage your compliance and risk ensuring your business is always audit-ready. Beacon offers extensive experience in health plan technology, operations, IT, compliance and product development alongside best-in-class technology and subject matter expertise deliver