Position Overview
We are seeking a Member Support Analyst with expertise in multifactor authentication (MFA) and Single Sign-On (SSO) to join our team. In this role, you will provide Tier 1 technical support for our members and suppliers, resolving incidents and addressing requests related to a variety of system and web applications, such as the Member Portal, PEM, HT Catalog, and more. You will be instrumental in creating positive customer support experiences, while ensuring timely resolution or escalation of issues.
If you have a strong technical aptitude, excellent customer service skills, and experience working in call center or technology support roles, we encourage you to apply.
Position Details
- Job Title: Member Support Analyst – MFA Specialist
- Location: Onsite with 1 day WFH per week
- Work Schedule: Monday–Friday, 7:30 a.m.–4:30 p.m.
Key Responsibilities
- Provide Tier 1 technical support and resolve service requests related to general member inquiries.
- Serve as the subject matter expert for MFA and SSO troubleshooting and support.
- Triage, research, and resolve basic incidents, ensuring issues beyond Tier 1 are escalated appropriately.
- Handle member interactions with professionalism, building strong relationships with internal and external stakeholders (e.g., supported hospitals, shared service centers, and vendors).
- Act as the single point of contact for members, ensuring quality service and timely communication on progress or resolutions.
- Leverage support systems, tools, and internal documentation for incident resolution. Update training materials and documentation as needed.
- Participate in department projects, system testing, procedure development, and pilot implementations.
- Support member account lock-out procedures and password resets.
Qualifications
Required Skills and Experience
- Prior experience supporting multifactor authentication (MFA) and general user management.
- Knowledge of Single Sign-On (SSO).
- Familiarity with HealthTrust applications, processes, and policies.
- Competency in Microsoft Office Suite and tools such as PEM, CMS, Salesforce, and Member Portal.
- Strong analytical skills, problem-solving ability, and attention to detail.
- Excellent customer service orientation and ability to handle competing deadlines.
Preferred Skills and Experience
- Experience with call center tracking tools and handling inbound calls for Tier 1 tech support or customer service.
- Proficiency with Microsoft Excel (e.g., PivotTables, VLOOKUP).
- Knowledge of security-related procedures and processes.
Education
- High school diploma is required; bachelor’s degree preferred.
Work Environment and Physical Requirements
- Office-based role with some bending, stooping, and stretching. Prolonged sitting may be required.
- Must have manual dexterity to operate standard office equipment (e.g., keyboard, phone, copier).
- Occasional lifting of up to 10 pounds may be required.
- Work can be fast-paced and occasionally stressful, especially when handling upset customers.
What We’re Looking For in You
- Customer-first mindset: You are committed to creating a seamless, professional support experience for our members.
- Technical expertise: You have a solid understanding of troubleshooting MFA, SSO, and related systems.
- Team collaboration: You thrive in a cross-functional environment, coordinating with various internal and external stakeholders to resolve issues effectively.
Must-Have Traits:
- Prior experience with Salesforce or similar CRM systems.
- Experience in handling Tier 1 tech support and inbound calls in a high-volume environment.
- Knowledge of MFA support processes and troubleshooting techniques for stakeholders.