Note: The job is a remote job and is open to candidates in USA. Privia Health is a technology-driven, national physician enablement company that collaborates with medical groups and health systems. The Technical Support Analyst role involves providing hardware, software, and systems support for end-user computers while ensuring high-quality customer service and collaboration with cross-functional teams.
Responsibilities
- Responding to high volume inquiries via email, phone, and other communication channels
- Provide hardware, software, and general systems support for end-users computers. Troubleshoot issues and provide timely resolutions to customers in a professional and customer-focused manner
- Assisting care center staff with technology systems such as athenaNet, Privia Connect, Salesforce, and other software
- Collaborating with cross-functional teams on projects, tasks, and cases
- Showcase effective case management by resolving a high volume of diverse case types, ensuring timely and effective resolution while maintaining clear communication and adherence to established guidelines and service level agreements
- Participating in the implementation of new care centers and providing technical assistance remotely
- Identify opportunities to improve existing processes and procedures. Actively contribute to the development and implementation of new support methodologies. Identify and report common issues and trends to management
- Consistently meet call center productivity and quality standards
- Accurately document all customer interactions, technical solutions, and issue resolutions in the designated knowledge base or ticketing system
- Stay up to date with the latest technology trends, industry best practices, and product knowledge. Continuously enhance personal expertise
Skills
- High school diploma is required
- 1+ years of work-related experience
- Strong understanding of Google Apps, NinjaOne, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems
- Strong customer service and communication skills
- Ability to quickly adapt to changing processes, procedures, and technologies in a fast-paced environment
- Excellent problem-solving skills, with the ability to research, analyze, and resolve complex technical issues
- Proven ability to maintain high levels of productivity while delivering quality support and meeting defined SLAs
- Collaborative mindset and willingness to work with cross-functional teams to resolve issues and contribute to the overall success of the organization
- Strong documentation skills to accurately record customer interactions, technical solutions, and issue resolutions
- Passion for learning and staying up to date with the latest technology trends and industry best practices
- Understanding and ability to comply with all HIPAA rules and regulations
- Associate's degree or equivalent work experience
- Experience in healthcare
- Experience working in a remote workforce culture
- Familiarity with networking concepts
Benefits
- Medical
- Dental
- Vision
- Life
- Pet insurance
- 401K
- Paid time off
- Other wellness programs
Company Overview
Privia Health is a physician enablement company that provides technology and services to optimize the healthcare delivery experience. It was founded in 2007, and is headquartered in Arlington, Virginia, USA, with a workforce of 501-1000 employees. Its website is http://www.priviahealth.com.Company H1B Sponsorship
Privia Health has a track record of offering H1B sponsorships, with 1 in 2025, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.
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