Customer Care Tier II Specialist

3 weeks ago

Port Washington, United States Sandata Technologies Full time

** Sandata Technologies**

** Customer Care Tier II Specialist (Remote)**

Port Washington, NY 11050

Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 18 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible.

At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

Sandata is seeking a motivated service-oriented team player to join a growing team to help respond, triage and resolve customer technical support issues. This role services as the main escalation point for all issues that are found and identified by the Tier 1 team and to ensure timely responses and resolutions to Sandata applications, products, and integrations. The Tier 2 representative is responsible for providing advanced software support to our clients through the courteous, efficient, accurate processing of client issues and requests in a timely and professional manner. Our support specialists assist our clients with browser support, mobile application support, integration support, navigating through client and staff scheduling, plan of care documentation, staff compliance and visit maintenance. *This is a customer-facing role* that has direct impact to the customer experience (both internal and external customers) .

This position is remote and the candidate can sit anywhere in the United States. When our new headquarters reopens on Long Island, employees within commuting distance will have the opportunity to schedule workdays in the office.

**What you will do:**

* Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation.

* Deliver effective and timely resolution to a range of customer inquiries.

* Use expert questioning and listening skills to identify, research and resolve customer issues and requests.

* Meet or exceed production standards and customer SLAs (queue and ticket management)

* Document all customer inquiries by opening a ticket, and record subsequent communications.

* Follow established standards with queue and ticket management

* Appropriately escalated based on established SLAs for issues that cannot be resolved and provide thorough information, troubleshooting steps, and additional research needed for Tier 3.

* Provide timely customer updates (both internal and external customers), including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items.

* Support team projects as they may occur to enhance the quality or efficiency of support.

**What you bring:**

* Ability to understand complex data, file formats, billing formats, software and processes. l

* Working knowledge and understanding of data integrations; the concept of the combination of data residing in different sources and providing users with a unified view of these data.

* Proven ability to divide and conquer complex problems and then document and communicate their solutions.

* Strong organizational and time management skills with the ability to adjust to changing priorities.

* Exceptional customer service skills.

* Strong problem solving, analytical and interpersonal skills with the ability to work independently and in a team environment.

* Display flexibility towards work schedule.

**Education/Experience:**

* Associates or Bachelors degree in Computer Science, Information Technology, Healthcare IT or similar preferred.

* 4+ years of technical support experience required (software focused, applications, mobile applications, data integrations).

* 4+ years experience in a customer service role (customer facing communications, call center experience, or similar).

* 3+ years experience in IT/Healthcare preferred.

* General billing and/or accounts receivable experience helpful with direct Medicaid/Medicare billing experience (or troubleshooting) preferred.

* Intermediate level Microsoft Office skills (Word and Excel).

* Excellent organizational, written and verbal communication skills. You must be able to breakdown and convey technical jargon into an understandable explanation from beginner level users to developers in our tickets.

* Please note this is not an IT position, rather a Tier 2 technical support center role which provides contact center support to customers.

**Sandata employees enjoy the following benefits:**

* Medical, dental, and vision coverage

Flexible Spending Account for health and dependent care

Life insurance

401(k) Plan

Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance

Employee Assistance Program

Tuition reimbursement

Paid vacation and holidays

Employee discounts and company perks

**Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet**

  • Tier II IT Support

    2 days ago

    Washington, United States Goldman Edwards Inc Full time

    Job Title: Tier II Support Location: Washington, DC Position Type: Full Time Job Overview:This position is in Washington, DC at the Department of Transportation (DOT) Headquarters Building and is assigned to provide the below described services in support of the Desktop Engineering team. The Tier II Support position provides frontline support and technical...

  • Tier II IT Support

    4 days ago

    Washington, United States Goldman Edwards Inc Full time

    Job DescriptionJob DescriptionJob Title: Tier II SupportLocation: Washington, DCPosition Type: Full TimeJob Overview:This position is in Washington, DC at the Department of Transportation (DOT) Headquarters’ Building and is assigned to provide the below described services in support of the Desktop Engineering team. The Tier II Support position provides...

  • Tier Ii SOC Analyst

    1 month ago

    Washington, United States Dhara Consulting Group Full time

    Yesterday - Unspecified - IT - Security - Remote/Hybrid-Small Business Admin, DC** (ON/OFF-SITE)** - Tier II SOC Analyst Washington D.C. / Hybrid Job Overview We are currently seeking a Tier II Cybersecurity Analyst to provide support to our client in Responsibilities and Duties - Provide Tier 2 support by analyzing network traffic and various log data to...

  • Personnel Security Specialist

    1 month ago

    Washington, United States Armada Ltd Full time

    Job DescriptionJob DescriptionType: Full Time, RemoteLocation: Washington DC Overtime Exempt: NoReports To: ARMADA HQSecurity Clearance Required: Secret**THIS POSITION IS CONTINGENT UPON AWARDING OF A GOVERNMENT CONTRACT**Personnel Security Specialist II will support the Office of Security Services, Personnel Security Operations Branch. Personnel Security...

  • Personnel Security Specialist

    1 month ago

    Washington, United States Armada Ltd Full time

    Type: Full Time, RemoteLocation: Washington DC Overtime Exempt: NoReports To: ARMADA HQSecurity Clearance Required: Secret**THIS POSITION IS CONTINGENT UPON AWARDING OF A GOVERNMENT CONTRACT**Personnel Security Specialist II will support the Office of Security Services, Personnel Security Operations Branch. Personnel Security Specialists II will provide...

  • Help Desk Support Specialist II

    6 days ago

    Washington, United States Lawelawe Management Group LLC Full time

    The Help Desk Support Specialist will provide Tier II support and assistance to customers in resolving incidents, problems, and fulfilling service requests. The Help Desk team serves as the liaison between the IT team and the user community for service requests, change requests, and service disruptions. Duties: Provide Help Desk reports on the status of all...

  • Tier 2 Desk Side Support

    1 day ago

    Washington, United States ActioNet Full time

    ActioNet has an immediate opportunity for a **Tier II Desk side Support position** **located in **Washington D.C. Metro Area.** Are you ready to join our great team? You will be the SME for your site performing Tier II functions in coordination with the ITSS Project Manager and the Infrastructure team. **Duties and Responsibilities** - Provide surge support...

  • Tier 1/ Tier 2 Helpdesk Tech

    4 weeks ago

    Washington, United States SiloSmashers Full time

    Job DescriptionJob DescriptionBACKGROUNDSiloSmashers is looking for a System Engineer Level II to support a Tier 1 Help Desk for a federal client. This tier 1 support consists of basic troubleshooting and repair of workstations, peripherals, network cabling, applications, network operating system, email, telnet, remote access, workstation moves or new...

  • Tier 1/ Tier 2 Helpdesk Tech

    3 weeks ago

    Washington, United States Silo Smashers Full time

    BACKGROUND SiloSmashers is looking for a System Engineer Level II to support a Tier 1 Help Desk for a federal client. This tier 1 support consists of basic troubleshooting and repair of workstations, peripherals, network cabling, applications, network operating system, email, telnet, remote access, workstation moves or new installations, new account creation...

  • Senior Information Assurance Specialist

    7 days ago

    Washington, United States Gray Tier Technologies LLC Full time

    Gray Tier Technologies is a seeking an Senior Information Assurance Specialist located in the Washington DC area to support a brand new customer and mission providing cyber security services to support Department of Energy initiatives. Primary Responsibilities: Support analysis and develop cybersecurity recommendations to address ongoing and emerging issues...

  • Reasonable Accommodation Specialist II with Security Clearance

    4 weeks ago

    Washington, United States Cherokee Federal Full time

    Reasonable Accommodation Support Specialist II ***As required by our governmental client, this position requires an active Top Secret clearance.*** The Reasonable Accommodation Support Specialist II will provide high level administrative support to Department of State personnel for the Disability and Reasonable Accommodations Division (DRAD) located within...

  • REMOTE Customer Care Specialist

    7 days ago

    Washington, United States Magical Destinations Travel Full time

    We are seeking outgoing individuals for a business opportunity as a RemoteCustomer Care Specialist. The ideal candidates are passionate about travel and helping others plan dream vacations and business trips. As a Customer Care Specialist, you will work directly with clients in handling inquiries, questions, and travel arrangements to best fit their wants...

  • REMOTE Customer Care Specialist

    23 hours ago

    Washington, United States Magical Destinations Travel Full time

    We are seeking outgoing individuals for a business opportunity as a RemoteCustomer Care Specialist. The ideal candidates are passionate about travel and helping others plan dream vacations and business trips. As a Customer Care Specialist, you will work directly with clients in handling inquiries, questions, and travel arrangements to best fit their wants...

  • Network Engineer/ Tier II

    2 days ago

    Washington, United States ALTA IT Services Full time

    Network Engineer Chantilly, VA TS/SCI CI Poly DESCRIPTION ALTA IT Services is looking for a Network Engineer to join our team to support our customer's computer data communications systems in providing design specifications, testing and inspections for computer networks; planning and implementing upgrades; as well as analyzing and organizing...

  • Help Desk Specialist

    1 month ago

    Washington, United States Computer World Services Full time

    Company Overview Computer World Services Corp (CWS) provides comprehensive Mission Critical and Enterprise Information Technology services and support to the Federal Government. CWS strives to promote a work environment where our professionals feel empowered, engaged, and part of a family. Our corporate culture embraces diversity, nurtures professional...

  • Operations Infrastructure Lead

    4 weeks ago

    Washington, United States Dynamic Solutions Technology LLC Full time

    Job DescriptionJob DescriptionDynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time Operations Infrastructure Lead (Tier II). This position is in Washington, DC.The Operations Infrastructure Team Lead position is a hands-on position and this...

  • Sr. Specialist, Customer Care

    10 hours ago

    Washington, United States TalentRemedy Full time

    Job DescriptionJob DescriptionThis is a remote position.Position Summary:As a Sr. Specialist, Customer Care, you will be responsible for delivering outstanding customer service and some technical support to the health plans and other organizations who use our client's solutions. You will serve as a trusted advisor, assisting clients in maximizing the...

  • Network Engineer/ Tier II

    12 hours ago

    Washington DC, United States ALTA IT Services Full time

    Network Engineer  DESCRIPTION ALTA IT Services is looking for a Network Engineer to join our team to support our customer's computer data communications systems in providing design specifications, testing and inspections for computer networks; planning and implementing upgrades; as well as analyzing and organizing corresponding hardware and software...

  • Network Engineer/ Tier II

    2 days ago

    Washington, United States System One Full time

    Network Engineer Chantilly, VA TS/SCI CI Poly DESCRIPTION ALTA IT Services is looking for a Network Engineer to join our team to support our customer's computer data communications systems in providing design specifications, testing and inspections for computer networks; planning and implementing upgrades; as well as analyzing and organizing corresponding...

  • Site Program Coordinator II

    4 weeks ago

    Washington, United States Unity Health Care. Full time

    Job DescriptionJob Description JOB TITLE: Site Program Coordinator-My Health GPS (I, II) FLSA: Non-Exempt REPORTS TO: Health Center DirectorINTRODUCTIONUnder the supervision of the Health Center Director, the Site Program Coordinator provides care coordination and patient navigation activities for patients enrolled in the My Health GPS program which seeks...