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Issue Resolution Analyst in Jacksonville, FL at One Call

Date: 10/10/2018

Job Snapshot

Job Description

Issue Resolution Analyst

Conducts various types of research and analysis to support the business operations to an internal or external business segment, division, group or line of business for the Polaris system. Assists management to resolve business issues in an effective and productive manner. Documents and re-engineers business processes and publishes business metrics results.

GENERAL DUTIES & RESPONSIBILITIES:

  • Utilizes soft skills and troubleshooting skills to resolve client issues and questions regarding Polaris system.

  • Asks probing questions to gather relevant information on routine and complex calls.

  • Uses effective listening skills to develop an understanding of client questions or issues.

  • Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.

  • Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

  • Performs analyses of the business goals, objectives, and needs of the general business environment for the appropriate One Call segment, division, group or line of business.

  • Plans and designs business processes and make recommendations and changes in order to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency.

  • Utilizes systems and data to resolve business issues in the most effective and productive manner.

  • Develops recommendations to solve problems and issues related to business operations using Polaris.

  • Provides an outstanding experience to customers and patients at all times

  • May process a high volume of patient inquiries about One Call products and services, and resolve a targeted percentage of those inquiries 

  • Troubleshoots patient and/or customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve problems

  • When unable to resolve a problem in a reasonable amount of time, will escalate up to the appropriate Issue Resolution Team Lead. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge

  • Performs other related duties as required.


EDUCATIONAL REQUIREMENTS:

A Bachelor’s degree in Business Administration, Finance, Computer Science, Information Systems or the equivalent combination of education, training, and work experience.


GENERAL KNOWLEDGE, SKILLS & ABILITIES:
  • Knowledge of the company’s products, services, commonly used business applications and business operations to enable resolution of inquiries

  • Outstanding customer service skills that builds the highest levels of customer satisfaction

  • Ability to work both independently and in a team environment

  • Knowledge of One Call products and services

  • Knowledge of the business goals, objectives and business operations for the appropriate One Call organization

  • Knowledge of workers compensation industry

  • Knowledge of industry standard process methodologies (e.g., Six Sigma, LEAN, ISO, CMM, etc.)

  • Excellent analytical, decision-making, problem-solving, interpersonal, team, customer service, negotiation, conflict management and time management skills

  • Ability to persuade and influence others on the best approach to take

  • Ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed

  • Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills

  • Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices)

  • Ability to provide appropriate level of support and guidance with One Call applications and procedures

  • Effective use of listening skills to develop an understanding of client inquiries and problems

  • Excellent team player

  • Self-motivated to learn new technology and new ways to deliver support

  • Shows enthusiasm when providing technical support

  • Problem Solving and critical thinking skills

  • Is resourceful and proactive in gathering information and sharing ideas

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