Provider Support Technician

Overview

Frontline support for external providers, handling tickets, compliance docs, and phone inquiries.

Key Responsibilities

• compliance review
• ticket logging
• issue triage
• service monitoring
• escalation management
• kpi achievement

Tasks

-Reviews and approves compliance documentation submitted by providers while providing actionable feedback to denied documents. -Monitors, tracks and follows-up on Provider Support service requests, working with other support staff to ensure timely responses and resolutions. -Answers Provider Support Service Desk telephone calls and logs incidents into ticketing system for further escalation as needed. -Establishes priorities and refers unresolved issues to appropriate escalation points. -Provides triage and subsequent resolution of externally submitted support requests generated within a timely manner in support of all Division’s providers. -Meeting and exceeding service support KPIs set by management.

Requirements

• customer service
• technical support
• problem solving
• microsoft office
• bachelor’s degree
• 2+ years

What You Bring

-Demonstrated ability in relation to customer service technology and systems. -Ability to explain technical issues to technical and nontechnical customers. -Demonstrated ability to follow flowcharted process. -High School Diploma or GED; Bachelor’s Degree preferred. -Excellent verbal and written communication skills. -Demonstrates strong problem-solving skills to diagnose provider questions, concerns, and problems and find the fastest way of resolving the problems while training for future issues. -2+ years technical customer service experience preferred. -Strong analytical and problem-solving skills. -Professional and pleasant telephone manner. -Excellent interpersonal and customer service skills. -Proficient with Microsoft Office Suite or related software.

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Benefits

-Paid time off to volunteer. -Health, dental and vision coverage on day 1. -Dollar-for-dollar 401K match up to 4% of salary with immediate 100% vesting. -Employee Assistance Program to assist with everyday challenges. -Paid Primary and Secondary Caregiver leave.

About Divisions Maintenance Group

-Founded with the mission to deliver reliable, professional maintenance services across various sectors. -Provides end-to-end facilities management, from routine maintenance to complex repair projects. -Specializes in maintaining critical systems such as HVAC, plumbing, electrical, and mechanical infrastructures. -Works with a wide range of industries, including commercial, industrial, residential, and government sectors. -Known for quick response times, high-quality service, and cost-effective solutions to facility maintenance challenges. -Handles projects across the country, with a reputation for excellence in both large-scale and small-scale operations. -Continues to expand its services, ensuring high standards through a mix of technology, expertise, and dedicated staff.

Sector Specialisms