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Alegeus Technical Support Analyst in Waltham, Massachusetts

SUMMARY:

Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers.

Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.

POSITION SUMMARY:

Alegeus seeks a Technical Support Analyst to join our dedicated, passionate team of professionals. The Technical Support Analyst will report to Manager, Technical Support and be responsible for helping our company succeed by supporting our clients.

MISSION:

Provide extraordinary customer service to Alegeus’s software clients. Identify proactive opportunities to educate, solve and prevent future technical issues.

OUTCOMES:

  • Achieve Quality Assurance scores averaging 3 or above.

  • Maintain a case re-open rate under 10%.

  • Identify enhancement opportunities to promote efficiency.

  • Proactively identify incidents and expedite resolution.

RESPONSIBILITIES:

  • Respond promptly to customer inquiries via telephone, email or web.

  • Diagnose, troubleshoot, and resolve software application, data transfer, and connectivity issues related to service and product offerings.

  • Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers.

  • Provide limited customer training for purposes of functionality setup.

  • Work closely with other teams to manage technical escalations and product improvements.

  • Document recurring technical issues to support product quality programs.

  • Create documentation around support processes and issues usable by technical and non-technical users.

ROLE-BASED COMPETENCIES:

The desired candidate should have excellent customer interaction skills with the ability to handle and diffuse challenging customers and situations. The capacity to multi-task and work under dynamic conditions and constraints with minimal supervision, i.e. strong analytical, prioritization, time management, and follow-up skills. The ability to respond to customers in writing and over the phone with a high degree of professionalism and accuracy.

CULTURE-BASED COMPETENCIES:

At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also take into account individual delivery on our corporate values:

Accountability

Empowerment

Protect the Family

Challenging

Fun & Passionate

Results Over Activity

Collaborative

Innovation

Value One Another

Customer Focused

Integrity

EDUCATION/EXPERIENCE:

  • B.S. degree in a technical discipline or equivalent experience.

  • Experience with end user Technical Support for software applications.

  • Experience with SQL (MS SQL, Oracle, etc.)

  • Experienced in CSV/Fixed file format review.

Job ID: 2020-1290

External Company Name: Alegeus Technologies LLC

External Company URL: https://www.alegeus.com/

Street: 1601 Trapelo Dr

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