Service Desk Qa Analyst

Description:

Quick Med Claims (QMC) is a nationally recognized leader in emergency medical transportation billing and reimbursement. QMC is committed to providing services in a manner that ensures compliance with all applicable billing and reimbursement regulations while maximizing the capture of allowable reimbursement for each client. The commitment to adherence to both principles make QMC the partner of choice for emergency medical transportation providers.

QMC is headquartered in Pittsburgh, PA. This position is remote.

The Service/QA Analyst provides day to day technical support & QA for our proprietary SaaS Revenue Cycle Management (RCM) application. The Service Desk / QA Analyst, is primarily responsible for providing technical support to QMC Team Members, with a secondary role of ensuring the quality and reliability of QMC software products. The SQA collaborates with QMC cross-functional teams to address internal inquiries, troubleshoot issues, and perform comprehensive quality assurance testing. This role requires strong communication skills, a passion for problem-solving, and a keen eye for detail.

Requirements:

Education

• Associates’ degree in Computer Science, Information Technology, or a related field

Experience

• Proven experience supporting SaaS applications.
• Experience using SaaS Helpdesk software such as Freshdesk, Zendesk, Salesforce, Jira Service Management
• Minimum of 2 years of experience in software support, troubleshooting, customer service, or a related field

Licenses, Certifications & Clearances

• Certification in IT support or customer service, such as ISTQB, CompTIA A+ or HDI Support Center Analyst.Knowledge, Skills, Abilities
• Strong knowledge of software testing methodologies, tools, and best practices.
• Proficiency in troubleshooting and resolving software-related issues with the ability to effectively communicate technical concepts to non-technical individuals.
• Experience with remote support tools, such as screen-sharing or remote desktop software.
• Familiarity with help desk ticketing systems and customer support tools.
• Detail-oriented mindset with strong analytical and problem-solving abilities.
• Proven experience in a service desk or technical support role, preferably in a software company.
• Experience using Jira Service Management for managing support requests and tracking customer interactions.
• Self-motivated and capable of managing multiple priorities and deadlines in a fast-paced, remote work environment.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly and concisely.
• Ability to work collaboratively with remote teams, demonstrating adaptability and strong interpersonal skills.
• Experience working with electronic patient care reporting systems for EMS (ePCR) and/or NEMSIS.

Essential Duties & Responsibilities

• Work with Learning and Development to incorporate common support requests that may be prevented by additional training.
• Perform root cause analysis and document solutions for recurring issues to enhance the troubleshooting process.
• Conduct functional and usability testing of software applications to identify defects and ensure high-quality deliverables.
• Collaborate with cross-functional teams, including developers, project managers, and quality assurance engineers, to investigate and resolve complex technical problems.
• Respond promptly and professionally to inquiries, incidents, and requests for technical assistance.
• Maintain a strong understanding of our software products, features, and industry best practices to provide effective technical support and quality assurance.
• Document and report software defects and test results.
• Troubleshoot, route, and/or resolve software-related issues by providing accurate and efficient support, ensuring customer satisfaction.
• Take ownership of the Jira Service Management platform, including administering user access, workflows, configurations, and maintaining a high level of data integrity, while also providing service desk metrics to leadership.