IT Technical Support Analyst III

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

This position is responsible for providing technical support and guidance to internal teams and external customers, ensuring the smooth operation of software products and services. This will include collaboration with cross-functional teams to resolve technical issues, investigate root causes, and deliver exceptional customer service.

This role...

• Provides timely and effective technical support via various communication channels, including email, chat, and phone.

• Troubleshoots and resolves software and hardware-related issues.

• Investigates and diagnoses technical issues reported by customers, employing analytical skills and problem-solving techniques.

• Escalates complex issues to appropriate teams or senior technical staff for further investigation and resolution.

• Creates and maintains detailed technical documentation, troubleshooting guides, and knowledge base articles to facilitate self-service support.

• Continuously updates and improves the documentation to reflect the evolving software products.

• Builds strong customer relationships through professional and empathetic communication, understanding their needs and providing appropriate solutions.

• Collaborates with customer support teams to ensure consistent and accurate communication to customers.

• Collaborate closely with cross-functional teams to address and resolve technical issues effectively and efficiently.

• Provides insights to improve customer support processes.

• Tests validation of software releases to ensure quality and reliability.

• Provides feedback and insights on product functionality, usability, and performance.

• Stays up-to-date with the latest technologies, industry trends, and best practices related to technical support and customer service.

• Continuously enhances technical skills and knowledge to provide exceptional support to customers.

• Identifies opportunities for process improvement within the technical support function and collaborates with stakeholders to implement enhancements.

• Contributes to the development and implementation of support tools and systems.

• Participate in other projects or duties as assigned.

We are excited to speak with individuals with the following...

• Bachelor's degree in computer science, information technology, or a related field required.

• Five (5) plus years of experience.

• Relevant Certifications are a plus.

• Or equivalent combination of education and/or experience.

• Proven experience as a technical support analyst or similar role, preferably in the healthcare or technology industry.

• Strong technical proficiency in software and hardware troubleshooting, network diagnostics, and system administration.

• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.

• Strong customer service orientation with a focus on delivering exceptional support and maintaining high customer satisfaction.

• Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.

• Familiarity with ticketing and support systems (e.g., Zendesk, Jira Service Desk) and customer relationship management (CRM) tools.

• Ability to work collaboratively with cross-functional teams and stakeholders at all levels.

• Experience with remote support tools and techniques.

• Knowledge of healthcare regulations and compliance requirements, such as HIPAA, is a plus.

• Strong organizational and time management skills, with the ability to handle multiple priorities and meet deadlines.

• Passion for technical support and a dedication to providing outstanding customer service.

Salary: 67,500.00 - 92,800.00

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realiz