Technical Service Associate Job in Edina 55436, Minnesota US

 

Imagine working for a fast growing company that is revolutionizing the consumer driven healthcare industry.  Evolution1 is a rapidly growing Software as a Service organization that delivers consumer driven healthcare administration solutions to the healthcare and employee benefits industry.  Our vision is to be the industry leader in providing revolutionary healthcare solutions and unparalleled services which empower and simplify the consumer experience. 

Position Available in:

·         Fargo, ND

·         Edina, MN

Technical Service Associate

As a high-energy, Partner-facing associate you will be responsible for being the front line support for Partner questions related to the Lighthouse1 software application. This includes providing technical support assistance to clients over the telephone, email communication, and writing of technical content to be published on the support portal.  Prior technical support experiences in software applications, Technology, Health Care, Spending Account Administration (FSA, HSA, HRA, etc), Third Party Administration (TPA), or Banking are encouraged but not required. 

 

Responsibilities include: 

·         Serves as the first point of contact for technical support inquires and issues submitted via telephone and email.

·         Investigate and troubleshoot technical issues related to Lighthouse1 application, tools, and related Technologies to resolve them in a timely manner.  This includes knowledge of file formats, SQL, Scripting techniques, and work flow.

·         Diagnose and direct Technical support issues to other Support team queues.

·         Ensures timely follow-up and resolution of inquiries/issues to meet the client turn-around time needs and expectations.

·         Document Technical Support issues in online Ticketing system.

·         Document Technical Support issues for online publication in the Knowledge base.

·         Demonstrates strong customer service abilities through positive interaction with the partners as well as comprehensive responses to the Technical Support issues.

·         Performs processes as defined through departmental policies and procedures.

·         Manages additional projects as they are assigned.

·         Ability to work well in a team environment.

 

Preferred Requirements

·         Four year degree in Business Administration,  MIS, Healthcare Administrative or related field

·         Excellent verbal and written communication skills

·         Demonstrated ability to diagnose and troubleshoot complicated issues

·         Highly organized and detail oriented

Desired Experience:

·         1-2 years of experience in a customer service or technical service experience team

·         Presentation and Training skills