Product Support Analyst

7 days ago

Toronto, Canada Maximus Full time
Requirements

 Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is t o affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Summary

The Product team at Maximus Canada delivers eHealth software, services and support to 10 Canadian jurisdictions and internationally. The flagship product, Medigent, enables the automated processing and payment of medical claims for Medicare, Pharmacies, Dental and Medical travel. The Product streamlines the beneficiary enrolment and management process, enables provider portals for claim and payee management and provides clinicians with a real-time drug information system tailored to their jurisdiction.

Position Summary

The Product Support Analyst will report to the Director, Product Support, and work alongside the Product Support team to ensure we’re delivering the best possible service to customers. The position provides frontline health Product support to Product customers via multiple channels (phone, email, chat, ServiceNow etc.). The Product Support Analyst is responsible for diagnosing, triaging, researching, and resolving customer issues within defined service levels and to customer satisfaction.

Your typical week at Maximus

  • Performs initial triage of client case (incident and/or request) and ensure sufficient information is gathered and documented to diagnose, triage and research and the case
  • Performs troubleshooting, incident diagnosis, resolution and/or escalation of case
  • Monitors, manages and follows-up on all customer incidents and requests through to resolution
  • Escalates outstanding, open cases ensuring to meet Service Level Agreements
  • Manages customer case backlog and monitors for trends to drive Problem resolution
  • Responsible for after-hours, on-call support and manages after-hours schedules, escalation/contact lists of level-2 support teams
  • Prepares client Service Level Management reports
  • Creates, maintains and utilizes operational work instructions to solve customer issues
  • Foster continuous service delivery optimization and improvement
  • Creates an environment that supports customer self-service and automation of routine service requests
  • Identify new methods and technologies leading to improvements in customer support and cost reduction
  • Contribute to continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
  • Provide tactical and strategic recommendations based on key performance measures
  • Evaluate past problem history and develop historical trends in order to improve future performance
  • Responsible for on-call duties and response to emergencies / escalations as needed

Skills

 What you offer us Knowledge, Skills and Abilities

  • Customer Service and Customer focus
  • Exceptional interpersonal skills
  • Strong written and oral communication skills
  • Technical competence
  • Experience using ServiceNow (Preferred)
  • High level of initiative and work well in a team environment
  • Handles stressful situations and deadline pressures well
  • Plans and carries out responsibilities with minimal direction in a remote-work environment
  • Ability to work with people from a variety of different culturally diverse backgrounds

Education

  • Completion of post secondary education would be an asset
  • Ideally 1-2 years experience working in a customer service role in a call center
  • Knowledge of the SDLC & ITIL frameworks an asset

Other

  • Must be able to pass Criminal Record Check
  • As this role requires rotational shift work, you will be required to work outside of the standard business hours (9:00 am - 5:00 pm) in addition to working Statutory holidays.

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

  • Competitive market-based salaries
  • Comprehensive employer-paid benefits
  • Generous paid time off
  • Group Retirement Savings Plan
  • Hybrid and remote work environments in Canada
  • Annual paid bonus based on overall company performance
  • Employee appreciation events

Maximus Global Core Values

  • Accountability - Accepting responsibility to solve problems and rise to each challenge
  • Collaboration - Partnering to instill trust and working as one
  • Compassion - Empowering humanity by applying empathy and insight to every interaction
  • Customer Focus - Cultivating an authentic desire to help others succeed
  • Innovation - Embracing change and championing new ways forward
  • Respect - Valuing the work we do, who we do it with, and the people we serve

We will be accepting applications until 11:59 PM on November 18, 2024

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted . (No Agencies, Please)

EEO Statement

Maximus is passionate about our employees and place their well-being at the center of our people strategy.  We are committed and proud to build a workforce that reflects the communities we serve.  We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Minimum Salary

$

50,142.00

Maximum Salary

$

66,639.00

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