Member Support Analyst – MFA Specialist, Robert Half

Member Support Analyst – MFA Specialist

Robert Half

Location:

United States, Nashville, TN

Category:

IT - Administration

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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
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:

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
High school diploma is required
bachelor’s degree preferred

Nice to have:

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

What we offer:

Medical, vision, dental, and life and disability insurance
Eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:

March 21, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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