indeed
Client Operations Analyst
Softheon
Atlanta, USA
Full-time
Entry
Onsite
USD 50000-55000 yearly
Discovered 1 weeks ago
Customer supportClient communication by phone and emailIssue troubleshootingIssue escalationSoftheon productsStandard Operating Procedures
Role Overview
The Client Operations Analyst I is an entry-level role supporting customers and members and helping ensure a positive service experience.
Softheon provides software supporting health insurance enrollment, administration, reporting, renewal, and billing.
Key Skills for This Role
Customer supportClient communication by phone and emailIssue troubleshootingIssue escalationSoftheon productsStandard Operating Procedures
Full Job Posting
About the role
The Client Operations Analyst I is an entry-level role supporting customers and members and helping ensure a positive service experience.
Softheon provides software supporting health insurance enrollment, administration, reporting, renewal, and billing.
Location and work arrangement
- The role is described as remote-first.
- All roles require in-person attendance at headquarters approximately twice per year, plus other travel as required.
Client support and problem-solving
- Conduct support calls and communicate with clients and members by phone and email.
- Troubleshoot issues, handle inquiries and complaints, and resolve requests as first-level support.
- Escalate complex issues through appropriate ticket channels and manage assigned manual queues.
- Follow Standard Operating Procedures while applying problem-solving to customer issues.
Collaboration and documentation
- Work with Product Development, Sales, and Customer Success to address client needs and improve offerings.
- Participate in training and knowledge-sharing activities.
- Create, update, and improve documentation, training materials, and Standard Operating Procedures.
Analysis and team contributions
- Review data and reports to identify trends and inform process improvements.
- Participate in hiring activities, including interviews, and help identify prospective talent.
- Provide guidance and mentorship to colleagues and promote teamwork and employee engagement.
Schedule and availability
- Be available for on-call duty during peak periods.
- Work rotating weekend shifts and occasional holidays and overtime as needed.
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