Support Analyst
Strategic Healthcare Programs (SHP)
full-time
Posted on:
Location Type: Hybrid
Location: California • United States
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Salary
💰 $20 - $25 per hour
Job Level
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supporttroubleshootingsoftware integrationproblem-solvingcoachingCRM systemsMicrosoft Officeweb browser familiarity
Soft Skills
verbal communicationwritten communicationdiplomacyteam collaborationadaptability