Job Description:

Beacon is seeking a Ticket Support Analyst to join our team! You will be responsible for the Ticket triage and routing tickets to the appropriate teams.LOCATION: Huntington Beach, CA (Company HQ)COMPENSATION: Annual salary in-line with experience plus benefits PackageRESPONSIBILITIES:Salesforce and Jira Ticket CoordinationManage the ticket count down to agreed upon levelReduce ticket aging to agreed upon levelReduce "cycling" of tickets; seek resolutionTicket Triage and routing Ensure all issues are properly logged and assigned to the correct team Run dailyweekly ticket count reports in aggregate and by functionAutomate and track each functions' ticketsUtilize CRM to track ticketsEscalate unresolved issues to appropriate internal teamsWork with Customer Service Staff in DC which includes Shared Services and Development ResourcesAssist in building, enforcing, and educating staff on Customer Service Workflows, Policies, and ProceduresEnsure ticket completion within agreed upon SLAs for each client.Coordinate with Product and Development teams to tickets are being executed accurately and in a timely manner.Support the Account Management Team on ensuring RCAs are returned within the timeframes in which are committed too.Establish a passion for resolution and winning; incentives.QUALIFICATIONS:Previous experience in help desk support or other related fieldsStrong customer service experience Strong analysis and critical thinking skillsDeadline and detail-orientedCORE SKILLS: Excellent written and verbal communicationAdept at project and change managementHigh level of organizationAbility to perform under pressureQUALIFICATIONS, EDUCATION & EXPERIENCE:Associate degree3+ years of experience in help desk supportPERSONAL CHARACTERISTICS & TRAITS:The ability to work effectively individually and as part of a team.Strong organizational skills and ability to prioritize tasks with little supervision.Ability to identify a problems root cause and drive to resolution.PERSONAL COMPETENCIES:Learns quicklyStrong time managementAbility to interact in build relationships at all levels of the organizationProblem-solving and critical thinking skills as required to overcome obstaclesExcellent written & oral communication skillsAbout Beacon Healthcare Systems, Inc.Beacon is your trusted partner for health plan appeals, grievances, compliance, and today's healthcare environment, you need a partner you can trust to help manage your compliance and risk ensuring your business is always audit-ready. Beacon offers extensive experience in health plan technology, operations, IT, compliance and product development alongside best-in-class technology and subject matter expertise deliver