Product Support Specialist II

CorVel Corporation•Remote,

3d•$22 - $36•Remote

About The Position

CorVel leverages proprietary software to deliver claims management, bill review, and case management services. The Product Support Specialist II provides advanced application support for CorVel’s proprietary systems. This role focuses on diagnosing, troubleshooting, and resolving complex application issues while adhering to established policies and procedures. The Product Support Specialist II works under general supervision, demonstrates strong problem-solving skills, and takes initiative to expand technical knowledge as systems and technologies evolve. This is a remote position.

Requirements

Working knowledge of SQL, including running and modifying queries required
Strong analytical and critical-thinking skills with the ability to troubleshoot complex issues
Excellent customer service and communication skills, with the ability to support users in a fast-paced environment
Strong organizational skills, attention to detail, and ability to manage multiple priorities independently
Proficiency in Microsoft Office (Excel, Word, Teams, Outlook, OneNote, SharePoint)
Willingness to leverage AI tools to improve efficiency and support outcomes required
Demonstrated adaptability, work ethic, and commitment to continuous learning
3+ years of hands-on experience supporting software applications required
Experience using ticketing systems such as ServiceNow, Zendesk, or BMC Helix
Experience supporting web-based applications

Nice To Haves

Advanced SQL skills, including writing and optimizing queries with joins preferred
Experience using AI tools in a technical support or operational role preferred
Knowledge of claims management, healthcare, or insurance-related systems preferred
5+ years of application support experience preferred

Responsibilities

Troubleshoot and resolve application issues submitted through ServiceNow by field offices and business users, ensuring timely resolution and high user satisfaction
Provide professional, effective support via ServiceNow, email, and phone
Serve as a subject-matter expert for CorVel proprietary applications and ServiceNow ITSM processes
Analyze issues to identify root causes and recommend or implement effective solutions
Participate in post-release testing and validation for system updates and enhancements
Create, review, and maintain technical and team documentation
Collaborate with team members, stakeholders, and technical resources in meetings and working sessions
Continuously develop skills and knowledge aligned with team and organizational objectives
Additional duties as assigned