Application & Technical Support Specialist - Remote

Overview

As an Application & Technical Support (ATS) Specialist, you will be providing technical guidance and support to our customers for our healthcare data intelligence and benchmarking products. To be successful in this role, you should be highly motivated and enjoy finding creative solutions to challenging problems.

In Short

• Troubleshoot and resolve moderately complex technical issues independently.
• Effectively prioritize and manage cases according to SOP guidelines.
• Develop and implement solutions to prevent recurring issues.
• Escalate complex issues to higher-level support when necessary.
• Update and maintain customer records accurately.
• Own customer communication from initial point of contact through issue resolution.
• Collaborate closely with data engineering, data science, software development, and product management.
• Ensure the secure handling of PHI data in compliance with HIPAA regulations.

Requirements

• 2+ years of product experience or relevant work with healthcare analytics products.
• Understanding of healthcare quality metrics and healthcare data is a plus.
• Ability to perform in-depth data analysis using Excel, visualization tools, SQL, etc.
• Experience working with large data sets.
• Strong analytical and problem-solving skills.
• Proficient knowledge of Microsoft technologies (Office 365).
• Experience in technical issue resolution and escalation procedures.
• Proven experience in managing multiple projects with multiple priorities.
• Experience with Financial/Decision Support applications is preferred.
• Experience with a case management tool, Salesforce is preferred.

Benefits

• Comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.