Senior Application Support Analyst
About The Position
The Sr. Professional Customer Support role is responsible for providing advanced customer and technical support for commercial healthcare clients and internal stakeholders. This position focuses on troubleshooting complex issues, investigating system concerns, supporting technical infrastructure, and ensuring a high-quality client experience. The ideal candidate will have strong analytical and problem-solving skills, experience working in a technical support environment, and the ability to collaborate across multiple teams to drive issue resolution. This is a remote position supporting EST and CST business hours.
Requirements
- Experience troubleshooting and supporting enterprise software applications in a technical support or production support environment.
- Experience supporting QA, Pre-Production, and/or Production environments.
- Strong client-facing technical support experience.
- Strong analytical and problem-solving skills with the ability to investigate complex technical issues.
- Basic to intermediate SQL/SQL Server experience, including at least one year of experience or working knowledge of writing T-SQL queries.
Responsibilities
- Provide advanced customer support for commercial healthcare clients, including Essette Commercial clients, DBO, and KY UM accounts.
- Troubleshoot and investigate technical and operational issues to identify root causes and provide timely resolutions.
- Support technical infrastructure and system-related processes to ensure smooth client operations.
- Deliver a high level of customer and client experience through professional communication and issue management.
- Collaborate with internal operational and technical teams to resolve escalated concerns.
- Document issues, resolutions, and trends accurately within internal systems.
- Monitor recurring issues and proactively identify opportunities for process improvements.
- Participate in client support meetings and provide updates on issue resolution progress.
- Manage multiple priorities in a fast-paced support environment while maintaining attention to detail.
- Ensure compliance with company policies, procedures, and data confidentiality requirements.
Benefits
- flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
