Lead Production Support Analyst managing production support operations for Individual Solutions & WFG applications. Focus on availability, performance, and operational excellence in a hybrid work environment.
About the role
- Support Analyst providing technical and analytical support for SHP Skilled Nursing customers. Answering product-related questions and addressing customer issues using analytical insight.
Responsibilities
- Provide Level 1 and 2 customer service via phone and email for SHP Skilled Nursing web-based software and integrations
- Triage and escalate complex or high-priority technical issues
- Manage support cases using the CRM system
- Utilize internal resources to advance skill development and consistency in client service standards
- Participate in special projects or cross-functional initiatives as assigned by the Support Manager
- Contribute to a positive, energetic, and culture-perpetuating team
- Adhere to HIPAA guidelines
Requirements
- Minimum of 1 year of experience in customer support or related role
- Experience in troubleshooting complex software, browser, and connectivity issues
- Strong ability to coach and guide SHP customers through product challenges
- Excellent verbal and written communication skills
- Ability to handle challenging customer situations with diplomacy and problem-solving focus
- Proficiency in Microsoft Office (Outlook, Excel, Word)
- Familiarity with major web browsers (Chrome, Edge, Firefox, Safari)
- Experience using CRM or Help Desk systems (e.g., Dynamics, Salesforce, Zendesk, Freshdesk)
- Demonstrated success in a fast-paced, dynamic environment
- Experience or familiarity with the Long-Term Care / Nursing Home industry strongly preferred
Benefits
- Comprehensive health benefits
- 401(k) plan with company match
- Employee stock purchase plan
- Vacation time
- Sick time
- Paid holidays
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