Technical Analyst, Data Product Support

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description

The Technical Analyst, Data Product Support role offers a unique opportunity to enhance technical skills across a wide range of customer experience and technology services, encompassing both end-user support and data platform support. This role provides comprehensive technical assistance with hardware, software, systems, and data-related issues. This is a fully remote position that plays a crucial role in supporting the Care Center's end-user devices and ensuring the optimal performance of our data products. The ideal candidate is highly communicative, excels at closing the loop with stakeholders, innovative, energetic, adaptable, and can effectively handle a high volume of diverse requests while maintaining quality support. 

Primary Job Duties:

This role encompasses responsibilities in two key areas: End-User Technical Support and Data Product Support. The balance of time spent on each area may vary based on business needs and priorities.

End-User Technical Support:

• Provide first-line technical support to end-users for hardware, software, and systems, resolving issues efficiently and professionally across various communication channels (email, phone, chat).

• Assist care center staff with key technology systems (e.g., athenaNet, Privia Connect, Salesforce, Google Apps, iOS, Android, Windows, Mac).

• Manage support cases, ensuring timely resolution and clear communication, escalating complex issues to appropriate teams.

• Research and resolve complex technical issues, utilizing advanced troubleshooting skills.

• Identify and implement process improvements for support methodologies, reporting trends to management.

• Collaborate with cross-functional teams (e.g., network operations, software development, infrastructure) to resolve escalated issues.

• Document all support interactions, solutions, and resolutions in the knowledge base/ticketing system.

• Maintain current knowledge of technology trends, best practices, and product updates.

Data Product Support:

• Use SQL to validate and replicate reported data issues.

• Execute standard procedures (playbooks) to resolve routine data problems.

• Provide support to physician practices and business stakeholders regarding data products.

• Communicate with the Product Management Team regarding escalated support issues and product releases.

• Monitor data systems for performance and identify basic issues.

• Assist with data backups, integrity checks, and simple data integration tasks.

• Respond to and resolve customer inquiries and technical issues related to data products guiding users on effective use of data product features.

• Other technical support duties, as assigned

Qualifications

• Education: A high school diploma is required. An associate's or bachelor's degree is preferred, or equivalent work experience, particularly for candidates with a strong interest or background in data support.

• Work Experience: 3+ years of work-related experience in technical support or customer experience is preferred. Experience in healthcare is preferred. Experience in a data-related support role is a plus.

• Remote Work Experience: Experience working in a remote workforce culture is a plus.

• Technical Skills:

  • Strong understanding of Google Apps, ConnectWise, Salesforce, and experience with iOS, Android, Windows, and Desktop Mac systems.

  • Familiarity with data ecosystems, including ETL, warehouse, and analytics.

  • Knowledge of SQL is beneficial.

  • Familiarity with networking concepts is a plus.

• Customer Focus: Strong customer service and communication skills. Ability to interact professionally with customers to gather information and provide technical assistance.

• Adaptability: Ability to quickly adapt to changing processes, procedures, and technologies in a fast-paced environment.

• Problem-Solving: Excellent problem-solving skills, with the ability to research, analyze, and resolve complex technical issues.

• Productivity: Proven ability to maintain high levels of productivity while delivering quality support and meeting defined SLAs.

• Team Player: Collaborative mindset and willingness to work with cross-functional teams to resolve issues and contribute to the overall success of the organization.

• Documentation Skills: Strong documentation skills to accurately record customer interactions, technical solutions, and issue resolutions.   

• Continuous Learning: Passion for learning and staying up to date with the latest technology trends, industry best practices, and product knowledge.

• HIPAA Compliance: Understanding and ability to comply with all HIPAA rules and regulations. Previous experience in a regulated environment is a plus.

The hourly rate range for this role is $26.00- $33.00hr in base pay. in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 10% .The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Additional Information

Technical Requirements (for remote workers only, not applicable for onsite/in office work):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.