{"schemaVersion":"jobsearcher.job.v1","id":"88e14df65bcb0d621fcd0d67","url":"https://jobsearcher.com/jobs/88e14df65bcb0d621fcd0d67","canonicalUrl":"https://jobsearcher.com/jobs/88e14df65bcb0d621fcd0d67","title":"Technical Product Support Analyst II","description":"Technical Product Support Analyst ll\nThis position is remote\nWe are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support.\nAt ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare.\nDuties and Responsibilities:\nAnswer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools. Outbound calls and meetings also included;\nContact and interface for customers regarding support, troubleshooting and problem resolution;\nResolve technical support issues for supported products within identified timeframes with a focus on first call resolution;\nIdentify beneficial product opportunities for existing customers and communicate to sales team via workflow process;\nAbility to deescalate customer’s and resolve customer technical escalations;\nCreate knowledge articles to assist department in resolving known customer issues;\nMentor Level 1 Analyst on troubleshooting; how to isolate whether an issue is user, data, configuration, or system-related as well as performing a root cause analysis, etc.\nDocument all activities with customers in CRM per defined process and procedures;\nResolve open cases within specified guidelines;\nElevate issues following escalation procedure timely and as appropriate;\nPerform other duties as assigned;\nMaintain compliance with ComplexCare Solutions’ policies, procedures and mission statement;\nAdhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and\nFulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of Employer.\nJob Requirements:\nMinimum of 2 years’ experience in customer service;\nExperience with MS Office Products;\nExperience multi-tasking in a fast paced, detail-oriented environment;\nExperience working independently\nExperience working with cross-functional teams;\nExperience with problem-solving;\nKnowledge working with Problem Management, Records Management ticketing system Zendesk;\nMinimum 3 years’ experience in a call center environment with high volume of transactions is preferred;\nExperience in Healthcare IT industry or medical billing experience is preferred;\nExperience in Software Technical Support is preferred;\nHealthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred;\nExperience with using and supporting Software as a Service (SaaS) is preferred;\nExperience using multiple Operating Systems such as Linux and Windows a plus; and\nExperience organizing and managing workload efficiently and prioritizing projects is preferred.\nTravel for this position will include less than 5%, usually for training purposes.\nEducation:\nHigh School Graduate or General Education Degree (GED) is required;\nAssociate degree is preferred.\n\nCompensation: $18.80 - $28.22 Hourly\n($3.00) per hour for all hours worked between 6pm and 10pm in your local time zone, Monday through Friday.\nComplexCare Solutions offers an attractive compensation and benefits package designed to support our employees.\nThe Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic under federal, state, or other applicable laws.\nThis company utilizes E-Verify.\n\nEqual Opportunity Employer\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.","company":"Complexcaresolutions","rawCompany":"complexcaresolutions","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-08-15T13:16:52.229Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Product Support Analyst II","description":"Technical Product Support Analyst ll\nThis position is remote\nWe are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support.\nAt ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare.\nDuties and Responsibilities:\nAnswer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools. Outbound calls and meetings also included;\nContact and interface for customers regarding support, troubleshooting and problem resolution;\nResolve technical support issues for supported products within identified timeframes with a focus on first call resolution;\nIdentify beneficial product opportunities for existing customers and communicate to sales team via workflow process;\nAbility to deescalate customer’s and resolve customer technical escalations;\nCreate knowledge articles to assist department in resolving known customer issues;\nMentor Level 1 Analyst on troubleshooting; how to isolate whether an issue is user, data, configuration, or system-related as well as performing a root cause analysis, etc.\nDocument all activities with customers in CRM per defined process and procedures;\nResolve open cases within specified guidelines;\nElevate issues following escalation procedure timely and as appropriate;\nPerform other duties as assigned;\nMaintain compliance with ComplexCare Solutions’ policies, procedures and mission statement;\nAdhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions’ Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and\nFulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of Employer.\nJob Requirements:\nMinimum of 2 years’ experience in customer service;\nExperience with MS Office Products;\nExperience multi-tasking in a fast paced, detail-oriented environment;\nExperience working independently\nExperience working with cross-functional teams;\nExperience with problem-solving;\nKnowledge working with Problem Management, Records Management ticketing system Zendesk;\nMinimum 3 years’ experience in a call center environment with high volume of transactions is preferred;\nExperience in Healthcare IT industry or medical billing experience is preferred;\nExperience in Software Technical Support is preferred;\nHealthcare EDI Knowledge (ANSI 835, 837, 270/271) is preferred;\nExperience with using and supporting Software as a Service (SaaS) is preferred;\nExperience using multiple Operating Systems such as Linux and Windows a plus; and\nExperience organizing and managing workload efficiently and prioritizing projects is preferred.\nTravel for this position will include less than 5%, usually for training purposes.\nEducation:\nHigh School Graduate or General Education Degree (GED) is required;\nAssociate degree is preferred.\n\nCompensation: $18.80 - $28.22 Hourly\n($3.00) per hour for all hours worked between 6pm and 10pm in your local time zone, Monday through Friday.\nComplexCare Solutions offers an attractive compensation and benefits package designed to support our employees.\nThe Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic under federal, state, or other applicable laws.\nThis company utilizes E-Verify.\n\nEqual Opportunity Employer\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.","datePosted":"2026-08-15T13:16:52.229Z","dateModified":"2026-08-15T13:16:52.229Z","hiringOrganization":{"@type":"Organization","name":"Complexcaresolutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"88e14df65bcb0d621fcd0d67"},"url":"https://jobsearcher.com/jobs/88e14df65bcb0d621fcd0d67"}}