Technical Solution Analyst I

Job Description

Serve as the first line to investigate and resolve client problems received via phone, ticket or other electronic means

Triage and escalate issues by using applicable monitoring and troubleshooting tools

Perform routine, preapproved changes to client domains

Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally

Perform troubleshooting investigations via backend methods by capturing log files, querying tables, updating database fields, and updating/cycling servers

Provide exceptional customer service in person, via phone and email as appropriate while documenting investigation and issue resolution

Adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements

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