Product Support Analyst
• Write client-facing documentation to explain new support processes and customized product functionality.• Work with senior management to develop cross-training materials for implementation and product consultant teams.• Provide support for a multi-million dollar market leader for medical coding software. Specializing in Optum CAC Enterprise and Professional revenue cycle software.• Coordinated across client vendors to implement client’s new data intake and export format.• Work as liaison between clients and product development teams to resolve client’s requests and concerns. • Hold meetings with clients and their client managers to discuss and demonstrate the benefits of additional modules within the CAC Professional Product that can help streamline the client’s workflow with the intent of helping sell new features.• Make recommendations to client managers for potential sale opportunities of new products when the new product will improve the client’s user experience. • Investigate and develop in-process methods to improve the efficiency of support processes to decrease resolution time.• Maintain and update client-specific technical specs to ensure accurate automatic data entry.• Research complex product issues to determine if it is a configuration issue, a defect, or outside product functionality that requires an enhancement to resolve. • Set and manage appropriate client expectations through written and verbal communications.• Support new products and modules both developed by engineers and onboarded through company acquisition.• Evaluate design solutions objectively for CAC Professional and CAC Enterprise.• Tracking issue resolution progress and managing client interactions through use of CRM.• Maintain SLAs for communication with clients and expected resolution times.• RDP into clients’ systems to troubleshoot and resolve technical issues.
