Interfaced with 50+ clients daily, investigating and collaboratively resolving personal and business challenges to reach mutually beneficial outcomesEstablished and maintained open communication with third-party payer representatives to resolve claims issuesInvestigated and resolved small to medium-sized projects involving insurance company disputes, account balances, and claim statusesTrained, educated, and informed 5-10 newly hired team members on EPIC EMR, company policies, and proceduresUpdated and maintained the company's knowledge database

Provided comprehensive technical support for SaaS users and supporters across mobile app and desktop issues on various platformsResearched, diagnosed, and resolved bug reports related to applications and websites to ensure optimal functionalityCreated and maintained a knowledge database, leading to quicker responses to common issues and improved user satisfactionCollaborated with Customer Success Managers and Development Engineers to streamline user and supporter experiences

Provided technical assistance and support for B2B issues related to computer systems, software, and hardwareInterfaced with 50+ customers daily, investigating and collaboratively resolving personal and business challengesInstalled, configured, and calibrated hardware, including desktops, laptops, tablets, peripherals, and network equipmentImplemented, managed, and monitored Microsoft Azure environment, including virtual networks, storage, identity, and securityExecuted and improved systems status and network connectivity, including high-speed internet and VPN

Oversaw SaaS, POS, EHR software, and other technical support inquiries for business clientsInstalled and configured desktop hardware and peripheral devices, such as networked printers for local and remote clientsManaged user accounts in Active Directory, including creation, deletion, permissions, and VPN accessResolved technical problems with LAN, WAN, and other systemsAssessed technical problems across Windows and Mac operating systems and applicationsTested fixes and performed post-resolution follow-ups to ensure issues were adequately resolved

Conducted data analysis and executed processes to reconcile and onboard new clients, concurrently delivering continuous operational support to existing clients.Ensured customer satisfaction by collaborating closely with clients to define business requirements for potential system enhancements.Diagnosed and resolved intricate issues, contributing to the formulation of system requirements for efficient problem resolution.Collaborated effectively with cross-functional stakeholders from Product, Customer Success, and Engineering teams.Consistently achieved on-time delivery milestones while upholding the quality of the product.Led detailed configuration discussions with customers, tailoring solutions to meet their specific needs and establish industry best practices.Imparted comprehensive training to customers, enabling them to operate autonomously and sustainably.