MFA Support Analyst Position Available In Davidson, Tennessee

MFA Support Analyst
We are looking for a Senior Member Support Analyst to join our team in Nashville, TN. This is a long-term contract position offering the opportunity to play a critical role in training and developing team members while ensuring the delivery of high-quality support to our membership base. In this position, you will oversee the creation of training materials, knowledgebase articles, and operational processes to enhance the efficiency and effectiveness of the Member Support Team.
Key Responsibilities

Technical Support & Incident Handling:

Provide Tier 1 technical support and resolve service requests related to general member inquiries.
Serve as the subject matter expert for MFA (Multifactor Authentication) and SSO (Single Sign-On) troubleshooting and support.
Triage, research, and resolve basic incidents, ensuring issues beyond Tier 1 are escalated appropriately.

Member Interaction & Communication:

Act as the single point of contact for members, ensuring quality service and timely communication on progress or resolutions.
Handle member interactions with professionalism, building strong relationships with internal and external stakeholders (e.g., supported hospitals, shared service centers, and vendors).

Documentation & Training:

Leverage support systems, tools, and internal documentation for incident resolution.
Update training materials and documentation as needed.

Projects & Procedures:

Participate in department projects, system testing, procedure development, and pilot implementations.
Support member account lock-out procedures and password resets.
Qualifications

Required Skills and Experience:

Prior experience supporting multifactor authentication (MFA) and general user management.
Knowledge of Single Sign-On (SSO).
Familiarity with HealthTrust applications, processes, and policies.
Competency in Microsoft Office Suite and tools such as PEM, CMS, Salesforce, and Member Portal.
Strong analytical skills, problem-solving ability, and attention to detail.
Excellent customer service orientation and ability to handle competing deadlines.

Preferred Skills and Experience:

Experience with call center tracking tools and handling inbound calls for Tier 1 tech support or customer service.
Proficiency with Microsoft Excel (e.g., PivotTables, VLOOKUP).
Knowledge of security-related procedures and processes.

Education:

Required:

High school diploma.

Preferred:

Bachelor’s degree.

Work Environment and Physical Requirements:

Office-based role with some bending, stooping, and stretching.
Prolonged sitting may be required.
Manual dexterity needed to operate standard office equipment (e.g., keyboard, phone, copier).
Occasional lifting of up to 10 pounds may be required.
Work can be fast-paced and occasionally stressful, especially when handling upset customers.
What We’re Looking For in You

Customer-First Mindset:

Commitment to creating a seamless, professional support experience for members.

Technical Expertise:

Solid understanding of troubleshooting MFA, SSO, and related systems.

Team Collaboration:

Ability to thrive in a cross-functional environment by coordinating effectively with various stakeholders.

Must-Have Traits:

Prior experience with Salesforce or similar CRM systems.
Experience in handling Tier 1 tech support and inbound calls in a high-volume environment.
Knowledge of MFA support processes and troubleshooting techniques for stakeholders.
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