A Product Support Analyst acts as a software expert and escalation point for Medata, Inc. products and services. The Product Support Analyst works with internal and external customers, IT, and developers to deliver complete resolutions, in a timely manner, and consistently, to address technical questions and concerns with configuration and use of our proprietary products.

Duties / Responsibilities

• Develop expert level knowledge of company software products offered.
• Provide high level support to all user types.
• Analyze system issues and provide resolutions.
• Evaluate, recommend and implement improvements to client environments.
• Assess client business requirements and recommend best practices.
• Create technical documents to define instructions and enhancements to software.
• Maintain help library.
• Document customer information and recurring issues to support product quality programs and product development.
• Document issues in company software and triage incoming calls and emails.
• Resolve or escalate the issue to the appropriate level Support analysts.
• Troubleshoot incoming software issues by researching, reproducing the issue, and interfacing with customers, vendors and internal resources through resolution.

Requirements

• Knowledge of workers’ compensation medical fee schedules including, applicable laws and regulations a plus.
• 2+ years of industry experience desired.
• Basic understanding of the Insurance Property and Casualty Industry helpful.
• Proficiency in all Microsoft Office products with a heavy emphasis on MySQL.
• Experience with Electronic Data Interfaces or as a Technical Support Representative.
• Experience working with large data files.
• Excellent organizational, analytical and problem solving skills.
• Ability to provide clear written and verbal communication with both internal and external customers.
• Ability to work independently, meet deadlines and be proactive.
• Ability to work with minimal direct supervision.
• Ability to provide activity reports in a timely manner.