Member Support Analyst MFA Specialist - Onsite

Description

Position Overview

We are seeking a Member Support Analyst with expertise in multifactor authentication (MFA) and Single Sign-On (SSO) to join our team. In this role, you will provide Tier 1 technical support for our members and suppliers, resolving incidents and addressing requests related to a variety of system and web applications, such as the Member Portal, PEM, HT Catalog, and more. You will be instrumental in creating positive customer support experiences, while ensuring timely resolution or escalation of issues.

If you have a strong technical aptitude, excellent customer service skills, and experience working in call center or technology support roles, we encourage you to apply.

Position Details

• Job Title: Member Support Analyst - MFA Specialist
• Location: Onsite with 1 day WFH per week
• Work Schedule: Monday-Friday, 7:30 a.m.-4:30 p.m.

Key Responsibilities

• Provide Tier 1 technical support and resolve service requests related to general member inquiries.
• Serve as the subject matter expert for MFA and SSO troubleshooting and support.
• Triage, research, and resolve basic incidents, ensuring issues beyond Tier 1 are escalated appropriately.
• Handle member interactions with professionalism, building strong relationships with internal and external stakeholders (e.g., supported hospitals, shared service centers, and vendors).
• Act as the single point of contact for members, ensuring quality service and timely communication on progress or resolutions.
• Leverage support systems, tools, and internal documentation for incident resolution. Update training materials and documentation as needed.
• Participate in department projects, system testing, procedure development, and pilot implementations.
• Support member account lock-out procedures and password resets.

Requirements

Qualifications

Required Skills and Experience

• Prior experience supportingmultifactor authentication (MFA)andgeneral user management.
• Knowledge ofSingle Sign-On (SSO).
• Familiarity withHealthTrust applications, processes, and policies.
• Competency inMicrosoft Office Suiteand tools such as PEM, CMS, Salesforce, and Member Portal.
• Stronganalytical skills, problem-solving ability, and attention to detail.
• Excellentcustomer service orientationand ability to handle competing deadlines.

Preferred Skills and Experience

• Experience withcall center tracking toolsand handling inbound calls forTier 1 tech supportor customer service.
• Proficiency withMicrosoft Excel(e.g., PivotTables, VLOOKUP).
• Knowledge ofsecurity-related proceduresand processes.

Education

• High school diploma is required; bachelor's degree preferred.

Work Environment and Physical Requirements

• Office-based role with some bending, stooping, and stretching. Prolonged sitting may be required.
• Must have manual dexterity to operate standard office equipment (e.g., keyboard, phone, copier).
• Occasional lifting of up to 10 pounds may be required.
• Work can befast-paced and occasionally stressful, especially when handling upset customers.

What We're Looking For in You

• Customer-first mindset: You are committed to creating a seamless, professional support experience for our members.
• Technical expertise: You have a solid understanding of troubleshooting MFA, SSO, and related systems.
• Team collaboration: You thrive in a cross-functional environment, coordinating with various internal and external stakeholders to resolve issues effectively.

Must-Have Traits:

Prior experience withSalesforceor similar CRM systems.

Experience in handlingTier 1 tech supportand inbound calls in a high-volume environment.

Knowledge ofMFA supportprocesses and troubleshooting techniques for stakeholders.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Description

Position Overview

We are seeking a Member Support Analyst with expertise in multifactor authentication (MFA) and Single Sign-On (SSO) to join our team. In this role, you will provide Tier 1 technical support for our members and suppliers, resolving incidents and addressing requests related to a variety of system and web applications, such as the Member Portal, PEM, HT Catalog, and more. You will be instrumental in creating positive customer support experiences, while ensuring timely resolution or escalation of issues.

If you have a strong technical aptitude, excellent customer service skills, and experience working in call center or technology support roles, we encourage you to apply.

Position Details

• Job Title: Member Support Analyst - MFA Specialist
• Location: Onsite with 1 day WFH per week
• Work Schedule: Monday-Friday, 7:30 a.m.-4:30 p.m.

Key Responsibilities

• Provide Tier 1 technical support and resolve service requests related to general member inquiries.
• Serve as the subject matter expert for MFA and SSO troubleshooting and support.
• Triage, research, and resolve basic incidents, ensuring issues beyond Tier 1 are escalated appropriately.
• Handle member interactions with professionalism, building strong relationships with internal and external stakeholders (e.g., supported hospitals, shared service centers, and vendors).
• Act as the single point of contact for members, ensuring quality service and timely communication on progress or resolutions.
• Leverage support systems, tools, and internal documentation for incident resolution. Update training materials and documentation as needed.
• Participate in department projects, system testing, procedure development, and pilot implementations.
• Support member account lock-out procedures and password resets.

Requirements

Qualifications

Required Skills and Experience

• Prior experience supportingmultifactor authentication (MFA)andgeneral user management.
• Knowledge ofSingle Sign-On (SSO).
• Familiarity withHealthTrust applications, processes, and policies.
• Competency inMicrosoft Office Suiteand tools such as PEM, CMS, Salesforce, and Member Portal.
• Stronganalytical skills, problem-solving ability, and attention to detail.
• Excellentcustomer service orientationand ability to handle competing deadlines.

Preferred Skills and Experience

• Experience withcall center tracking toolsand handling inbound calls forTier 1 tech supportor customer service.
• Proficiency withMicrosoft Excel(e.g., PivotTables, VLOOKUP).
• Knowledge ofsecurity-related proceduresand processes.

Education

• High school diploma is required; bachelor's degree preferred.

Work Environment and Physical Requirements

• Office-based role with some bending, stooping, and stretching. Prolonged sitting may be required.
• Must have manual dexterity to operate standard office equipment (e.g., keyboard, phone, copier).
• Occasional lifting of up to 10 pounds may be required.
• Work can befast-paced and occasionally stressful, especially when handling upset customers.

What We're Looking For in You

• Customer-first mindset: You are committed to creating a seamless, professional support experience for our members.
• Technical expertise: You have a solid understanding of troubleshooting MFA, SSO, and related systems.
• Team collaboration: You thrive in a cross-functional environment, coordinating with various internal and external stakeholders to resolve issues effectively.

Must-Have Traits:

Prior experience withSalesforceor similar CRM systems.

Experience in handlingTier 1 tech supportand inbound calls in a high-volume environment.

Knowledge ofMFA supportprocesses and troubleshooting techniques for stakeholders.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.