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Application Support Analyst

Company: Insight Global
Location: Portland
Posted on: October 15, 2021

Job Description:

An automated insurance claims, case and bill management employer in Downtown Portland, OR is looking for an Application Support Analyst to work on Pacific Standard Zone. This resource will develop a strong working knowledge of the clients proprietary applications and administrative tools. With this knowledge and tools, they will answer questions and provide support for a variety of functions in their proprietary applications. They will prioritize their workload and effectively manage multiple projects, critical application issues while displaying a high level of customer service. They will be expected to develop solid working relationships via phone, email, messaging applications as well as other communication mediums. They make decisions based on given information and communicate these with confidence. The Product Support Analyst must have a strong desire and ability to learn and be able to follow policies and procedures. Team members work under general supervision and demonstrate initiative to expand knowledge base as technologies change.

Responsibilities include:

- Provide excellent customer service and technical assistance via phone, email, chat, and web conference

- Document, track and monitor support requests to provide prompt, accurate solutions for all requests and inquiries

- Work cooperatively with other team members and departments to develop effective and timely solutions

- Identify, research and resolve technical and non-technical issues quickly and efficiently

- Identify and analyze issue trends

- Accurately document steps to reproduce software bugs and then escalate to development team

- Contribute to support knowledge base with symptom and resolution information for new issues and provide updates to known issues

- Problem solving, troubleshooting, analysis and testing of non-routine and complex software problems

- Support and process user access administration duties for both internal and client application users

- Ability to identify learning opportunities and self-educate where resources and opportunities are present

- Previous experience troubleshooting proprietary software

- Previous experience supporting or using insurance claims management software

- Experience using SharePoint, OneNote, Microsoft Teams, ServiceNow

- Experience in supporting Medical or, case management or bill review Software
- 3+ years providing customer facing web application support through phone, email, chat & web conference

- Strong web application support skills in Microsoft EDGE, IE11 and Chrome

- Experience with SQL (general querying of data, pulling tables, etc. not scripting into production)

- Software knowledge: Microsoft Office, Exchange, Trouble Ticket software, web based messaging and conferencing applications

- Good understanding of Information System components - relational databases, user interfaces, inter-application communication and processing logic

- Strong technical troubleshooting, critical thinking and problem solving skills across a variety of platforms and proprietary products

Keywords: Insight Global, Portland , Application Support Analyst, Other , Portland, Oregon

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