Application and Technical Support Specialist, Planning and Performance Management

Strata Decision Technology•Chicago, IL

About The Position

The Application and Technical Support Specialist provides technical guidance and support to customers using StrataJazz. The role troubleshoots and resolves moderately complex technical issues, analyzes root causes, manages support cases and backlogs, and develops solutions to prevent recurring problems. It also includes documenting customer interactions, delivering training, collaborating with cross-functional teams, securely handling protected health information in compliance with HIPAA when applicable, and providing guidance to junior support staff. The specialist develops in-depth knowledge of assigned product areas and uses SQL scripts and queries to diagnose and resolve issues. The role contributes to the technical knowledge base by creating and maintaining Knowledge-Centered Support content. It requires customer focus, clear communication, effective prioritization, independent work with minimal supervision, and an active commitment to learning and improvement.

Requirements

At least 2 years of product experience, or relevant experience with healthcare products in technical support, development, or a consultancy environment.
Proficient knowledge of Microsoft technologies, including Office 365.
Experience resolving technical issues and following escalation procedures.
Proven ability to manage multiple projects and competing priorities.
Proficiency with SQL scripts for troubleshooting.
Strong written and verbal communication skills, with the ability to convey information clearly and accurately.
Ability to organize and prioritize tasks, meet deadlines, and manage a moderate workload independently with minimal supervision.
Customer focus, empathy, attention to detail, and accuracy in case handling and documentation.
Ability to work collaboratively, assist teammates, and receive guidance and feedback.
Proactive approach to personal and professional development and identifying opportunities for improvement.

Nice To Haves

Experience with healthcare financial applications; StrataJazz is preferred.
Experience with a case management tool; Salesforce is preferred.
Proficiency with Tableau or similar data visualization tools.
Ability to handle moderately complex SQL tasks and provide support and guidance to junior team members.

Responsibilities

Troubleshoot and independently resolve moderately complex technical issues.
Analyze technical problems in detail to identify root causes.
Prioritize and manage support cases according to standard operating procedures.
Oversee individual backlogs and team unassigned cases to maintain workflow efficiency and meet established standards.
Develop and implement solutions to prevent recurring issues.
Escalate complex issues to higher-level support when necessary.
Accurately update customer records and document customer interactions and transactions 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.
Securely handle protected health information when applicable, in compliance with HIPAA regulations and organizational policies.
Provide guidance to junior support staff.
Partner with customers to resolve issues, serving as a primary point of contact for requests, escalated inquiries, and software-related issues.
Develop and maintain in-depth knowledge of assigned product areas and independently support customer queries.
Create and publish Knowledge-Centered Support content and regularly update existing documentation.
Use SQL scripts and queries to troubleshoot, diagnose, and resolve issues.