SHP Group · 15 hours ago
Support Analyst
United States
Full-time
Remote
Entry Level
$20/hr - $25.48/hr
1+ years expSHP Group is a leader in analytics and performance management solutions serving the post-acute market. They are seeking a Support Analyst to provide technical and analytical support for Skilled Nursing customers, ensuring exceptional client experiences and operational excellence.
Packaging & Containers
No H1B
Responsibilities
Provide Level 1 and 2 customer service via phone and email for SHP Skilled Nursing web-based software and integrations
Triage and escalate complex or high-priority technical issues, ensuring timely and thorough follow-up
Manage support cases using the CRM system, ensuring detailed and professional documentation
Utilize internal resources to advance skill development and consistency in client service standards
Participate in and occasionally special projects or cross-functional initiatives as assigned by the Support Manager
Contributing to a positive, energetic, and culture-perpetuating team
Strictly adhering to HIPAA guidelines
Qualification
Required
Minimum of 1 year of experience in customer support or related role
Past experience in troubleshooting complex software, browser, and connectivity issues
Strong ability to coach and guide SHP customers through product challenges
Excellent verbal and written communication skills, with an emphasis on professionalism and clarity
Ability to handle challenging customer situations with diplomacy and problem-solving focus
Proficiency in Microsoft Office (Outlook, Excel, Word) and familiarity with major web browsers (Chrome, Edge, Firefox, Safari)
Experience using CRM or Help Desk systems (e.g., Dynamics, Salesforce, Zendesk, Freshdesk)
Demonstrated success in a fast-paced, dynamic environment with strong organizational and multitasking abilities
Preferred
Experience or familiarity with the Long-Term Care / Nursing Home industry is strongly preferred
Benefits
Comprehensive health benefits
401(k) plan with a company match
Employee stock purchase plan
Vacation time
Sick time
Paid holidays
Company
SHP Group
SHP (Shya Hsin Packaging Co., Ltd.), established in 1970, has been globally specializing in the production of cosmetics packaging for more than 50 years, providing quality solutions in the aspects of R&D, design, and manufacturing.
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase