Solutions Group Support Analyst

Matrix Absence Management • Phoenix, AZ

286d • $56,120 - $70,160 • Hybrid

About The Position

The position, Solutions Group Support Analyst, in the internal IT department supports Matrix Systems for customer setup/configuration. The role is to ensure outstanding experience through strong and timely communication on the status of issues as well as work through customer escalations, until a solution is delivered. Ideally, the candidate should have insurance industry experience, preferably in claims administration, as well as experience with data manipulation/conversion with a drive to enhance the customer experience. The Solutions Group Support Analyst will be responsible for data review and corrections but should also be able to assist with the continuous improvement of the overall systems support.

Requirements

• Bachelor's degree or equivalent professional experience.
• 1-2 years' experience with data transformation tools including intermediate experience with SQL and Excel.
• Must have analytical skills and be able to independently review issues and drive problems to a successful resolution.
• Must have a customer service orientation where we are committed to the company's mission and put the customer first.
• Able to lead large projects.
• Quickly understand and prioritize business requests.
• Proven ability in problem solving and troubleshooting.
• Must have proven experience with Data quality control.
• Must have broad knowledge of Insurance claims administration.
• Must be well organized with a strong attention to detail.
• Must be competent and confident communicating cross functionally.
• 1-2 years Insurance industry experience preferable with claims administration.
• 1-2 years of client onboarding/implementation experience.
• Experience supporting a large-scale computer application with responsibility for answering user questions on functionality and issue resolution is highly desirable.
• Excellent analytical, problem solving, time management, and multi-tasking skills.
• Ability to deliver quality results in a fast-paced environment.
• Strong verbal and written communication skills.
• Able to work across teams to support the best possible customer experience.

Responsibilities

• Analyze the business impact of requests in a ticketing system to properly prioritize and complete requests.
• Create customer implementation suites appropriately based on business requirements.
• Ensure that all parties are assigned to track work appropriately across the organization.
• Triage tickets across teams if needed.
• Work independently, leading customer eligibility data file projects and customer configuration projects.
• Assist with Single Sign-On, DocuSign, eligibility data file review, validation, mapping, testing, and configure systems to meet customer business processes.
• Review, analyze and make decisions based on complex customer data to ensure a successful customer launch.
• Research policies, apply configuration, application of configuration including policy linking, packet documents, and questions & reminders.
• Support and follow process flows for new services implementation as well as acquisition, and divestitures.
• Communicate with business partners roadblocks to deployment and customer setup.
• Research inquiries regarding product functionality or system issues; gather pertinent details to properly assess and respond with action plan/resolution.
• Collaborate with other associates and resources required to resolve issues.
• Document all communication and maintain accurate and up to date status of all triage actions performed within ticketing system.
• Effectively manage and prioritize customer issues; troubleshoot web and mobile applications, identify problems through research, testing and consulting with peers and escalate critical issues, as necessary.
• Effectively communicate project updates across the organization.
• Perform testing of in-house applications for project and support related activities.

Benefits

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
• For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off - new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

What This Job Offers

• Job Type: Full-time
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree