Application and Technical Support Specialist, Planning and Performance Management

Strata Decision Technology•Chicago, IL

2d•$55,000 - $85,000

About The Position

As an Application & Technical Support Specialist, you will provide technical guidance and support to customers using StrataJazz. The role involves independently troubleshooting moderately complex technical issues, analyzing root causes, prioritizing and managing cases, and developing solutions to prevent recurring issues. You will maintain accurate customer records, document customer interactions, deliver training, collaborate with cross-functional teams, and escalate complex issues when needed. You will also handle protected health information securely in accordance with HIPAA and organizational policies, and provide guidance to junior support staff. The position requires customer focus, clear communication, organization, initiative, and the ability to manage a moderate workload with minimal supervision. You will build and maintain product knowledge, support a broad range of customer questions, contribute and maintain Knowledge-Centered Support documentation, and use SQL scripts and queries to troubleshoot issues. The preferred location for open roles is Chicago, Illinois. The organization values in-person connection and regularly hosts on-campus events.

Requirements

At least 2 years of product experience or relevant work with healthcare products in technical support, development, or a consultancy environment.
Proficient knowledge of Microsoft technologies, including Office 365.
Experience resolving technical issues and using escalation procedures.
Proven experience managing multiple projects with multiple priorities.
Proficiency with SQL scripts and queries for troubleshooting.
Strong written and verbal communication skills.
Ability to organize and prioritize tasks, meet deadlines, and manage a moderate workload with minimal supervision.
Team-oriented approach and willingness to assist colleagues and receive feedback.
Proactive approach to personal and professional development and improvement.
Accuracy and thoroughness in handling cases and documenting information.
Ability to empathize with customers and understand their needs and concerns.

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.

Responsibilities

Troubleshoot and resolve moderately complex technical issues independently.
Conduct detailed analysis to identify root causes of technical problems.
Prioritize and manage cases according to SOP guidelines.
Oversee individual backlog 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.
Update and maintain customer records accurately, and document customer interactions and transactions in the system.
Develop and deliver training sessions for customers and internal teams.
Collaborate with cross-functional teams and stakeholders to enhance product support.
Handle PHI securely in compliance with HIPAA regulations and organizational policies, when applicable.
Provide guidance to junior support staff.
Partner with customers to resolve issues that require knowledge of the product and healthcare business.
Serve as a primary contact for customer requests and escalated inquiries or software-related issues.
Develop and maintain in-depth knowledge of assigned product areas and independently support customer queries.
Create, publish, and update KCS knowledge-base content and documentation.
Use SQL scripts and queries to troubleshoot, diagnose, and resolve issues, and support junior team members as needed.