Application & Technical Support Specialist - Decision Support

2+ years of product experience OR relevant work with Healthcare products in technical support, development, or a consultancy environment. Proficient knowledge of Microsoft technologies (Office 365). Experience in technical issue resolution and escalation procedures. Proven experience in managing multiple projects with multiple priorities. Proficient with SQL scripts to perform troubleshooting. Experience with Financial/Decision Support applications, StrataJazz, Axiom, or EPSi is preferred. Experience with a case management tool, Salesforce is preferred. Proficiency with Tableau or similar data visualization tools is preferred.

Troubleshoot and resolve moderately complex technical issues independently. Conduct detailed analysis to identify root causes of technical problems. Effectively prioritize and manage cases according to SOP guidelines. Oversee individual backlog and team unassigned cases to maintain workflow efficiency. Develop and implement solutions to prevent recurring issues. Escalate complex issues to higher-level support when necessary. Update and maintain customer records accurately. Document all interactions and transactions with customers in the system. Independently develop and deliver training sessions for customers and internal teams. Collaborate with cross-functional teams and stakeholders to enhance product support. Ensure the secure handling of PHI data in compliance with HIPAA regulations. Provide guidance to junior support staff.