Support Team

Job Details

Job Location

TWSG - Medical - Knoxville, TN

Remote Type

Fully Remote

Position Type

Contractor

Description

Title of Position: Senior Support Analyst (Tier 2)

Organizational Relationship : Reports to Sr Manager of Support Services

Job Family: Operations Support

Managerial Responsibilities: None

Classification: Exempt / Full-Time

Location Considerations: Strong preference for candidates residing in Georgia, Utah, or Indiana Location:

General Summary

The Senior Support Analyst provides world-class service to prospective, new and existing customers, ensuring the effective use of and satisfaction with products and services of Vyne.

Duties & Responsibilities

• Work to resolve support cases sent through escalation queue, to include proper escalation to Technical Services and Development queue where necessary
• Follow up with Technical Services and Development resources regarding open cases that escalated from Senior Support Analyst Team
• Answer questions from Client Support Representatives to assist in issue resolution and case closure
• Plan and execute new product implementations for existing clients
• Provide support for product implementations for new clients
• Perform new hire and onboarding education
• Participate in implementation and project status calls representing the user/department set up and security configuration options of the product
• Manage the Trace Customer Portal, to including adding, editing and deactivating users and providing education on its use to client base
• Configure and test new product features with Development
• Document all communications with accurate, concise and complete notes, following documentation procedures
• Maintain expert knowledge of products and services sufficient to perform duties
• Participate in special projects and initiatives as assigned by Director of Client Services and Manager of Client Services
• Actively participate as a positive team player within department and Company
• Consistently demonstrate the core values of VYNE
• Other duties as assigned
  
  

Physical Demand

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Security Role / Responsibility

• Protected Health Information (“PHI”): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.
  
  

Qualifications

EDUCATION, KNOWLEDGE, SKILLS & ABILITIES:

• High School Diploma required, Bachelor’s Degree preferred, or equivalent experience
• A minimum of 5 years of relevant experience
• Strong customer service skills and professional phone etiquette
• Excellent business writing skills
• Above average understanding of the Microsoft Windows operating environment
• Salesforce knowledge preferred
• Troubleshooting in Windows environment is essential
• Proficiency in Microsoft Office products (i.e., Word, Excel, PowerPoint) and GSuite of application
• Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations.
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.
• A track record of success leading a business operation; an approach to management that brings out the best in staff and yields pride, ownership, and a sense of team effort
• Possess a supportive and accessible management style, the ability to lead and motivate a diverse staff and to encourage change and growth in both people and programs, and a strong commitment to personal and professional development
  
  

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employmentwithout regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.