Application & Technical Support Specialist - Decision Support

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Requirements:

• 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.

Responsibilities:

• 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.