Senior Client Support Analyst

Senior Client Support Analyst HWP InsightWorks East Orange, NJ Job Details Permanent | Full-time $50,000 - $60,000 a year 21 hours ago Benefits 401(k) Paid time off Employee assistance program Professional development assistance Qualifications Foreign language proficiency Record keeping Spanish Process optimization Process improvement English Mid-level Customer relationship management (CRM) systems (technically supported) Customer support ticket management CRM system proficiency Technical troubleshooting support Escalation handling Full Job Description Help Desk Support Analyst (Tier 2 / Escalations)

Location:

New Jersey (Hybrid/Remote)

Job Type:

Full-Time Salary:

$60,000 - $75,000 annually Overview HealthWorks Pros (HWP) a company of HWP Enterprises, is seeking Tier-2 Help Desk Support Analysts to support a large-scale, statewide program. This role serves as the escalation point for complex inquiries, providing advanced troubleshooting, documentation support, and resolution coordination in a structured, high-volume environment. Responsibilities Serve as escalation point for Tier-1 support issues Troubleshoot complex or recurring support requests Ensure documentation completeness and resolution accuracy Provide guidance and support to Tier-1 staff Identify trends and recommend process improvements Coordinate with program leads (claims, QA, analytics) on issue resolution Maintain audit-ready records and support compliance standards Qualifications 3+ years in help desk, operations support, or customer service Experience handling escalations or complex issue resolution Strong documentation and problem-solving skills Ability to work in a structured, SLA-driven environment Experience with ticketing systems or CRM platforms Preferred Experience in healthcare, education, or public sector environments Familiarity with compliance-driven or regulated programs Experience supporting distributed or statewide users Bilingual (English/Spanish) a plus What We Offer Competitive salary aligned with HWPE compensation model Structured team environment with leadership exposure Opportunity to support a high-impact statewide initiative Eligibility for performance-based recognition tied to quality and issue resolution How to Apply—Visit us at https://hwpenterprises.com and click on "Careers" and select the appropriate career link; or Text "LEA" to 8623563510 to get started.

Pay:

$50,000.00 - $60,000.00 per year

Benefits:

401(k) Employee assistance program Paid time off Professional development assistance

Work Location:

Hybrid remote in East Orange, NJ 07017