About the job
As a Level 2 Technical Support Analyst at EVERSANA, you will be an integral part of our Digital & Technology team, dedicated to enhancing operational efficiency and providing expert technical support. Your primary responsibilities will include:
- Technical Support Operations:
- Creating and maintaining precise technical configurations within our configuration tool.
- Overseeing the claims investigation process and associated tools.
- Owning operational reporting metrics, performing root cause analysis on performance issues, and serving as the primary knowledge resource for current business operations.
- Ensuring that delivered solutions comply with established business operations Service Level Agreements (SLAs).
- Providing support and technical solutions to uphold an effective operating service model.
- Generating and analyzing reports.
- Resubmitting claims as needed.
- Managing files and providing ongoing support.
- Proactively monitoring dashboards and alerts.
- Cross-Functional Collaboration:
- Communicating professionally and effectively with users, stakeholders, and technical teams to identify issues and deliver effective solutions.
- Providing regular updates on operational performance, incident trends, and ongoing initiatives during team and stakeholder meetings.
- Continuous Improvement & Governance:
- Maintaining support documentation, knowledge articles, and standard operating procedures to ensure consistent service delivery.
- Vendor & Partner Alignment:
- Engaging with partners and vendors as necessary to resolve and escalate issues.
- Maintaining updated contact information.
- Raising tickets with vendors and taking appropriate action post-investigation.

