Senior Application & Technical Support Specialist

Strata Decision Technology•Chicago, IL

9h•$75,000 - $90,000•Hybrid

About The Position

As a Senior Application & Technical Support Specialist, you will be providing technical guidance and support to our customers for our healthcare decision support product, Axiom. To be successful in this role, you should be highly motivated and enjoy finding creative solutions to challenging problems. A day in the life of this role: Troubleshoot and resolve advanced and complex technical issues independently. Capacity to think critically and creatively to develop innovative solutions. Lead root cause analysis efforts and implement long-term solutions. Serve as an escalation point for complex client issues and provide guidance to team members. When necessary, escalate unresolved issues to higher-level support for further assistance. Effectively prioritize and manage cases according to SOP guidelines. Oversee individual backlog and team unassigned cases to maintain workflow efficiency and meet established standards. 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, improve product reliability, and implement process improvements. Ensure the secure handling of PHI data (when applicable) in strict compliance with HIPAA regulations and organizational policies. Act as a mentor for the team, guiding junior staff in terms of how to manage customers and case work while enabling them to become knowledge leaders.

Requirements

4+ years of product experience OR relevant work with healthcare products in technical support, development, or a consultancy environment
Strong understanding of Healthcare Costing
Experience with Axiom Financial/Decision Support application.
Proficient knowledge of Microsoft technologies, especially Excel
Working knowledge of SQL
Experience in technical issue resolution and escalation procedures
Proven experience in managing multiple projects with multiple priorities
Experience with a case management tool, Salesforce is a plus

Nice To Haves

Proficiency with Tableau or similar data visualization tools a plus

Responsibilities

Troubleshoot and resolve advanced and complex technical issues independently.
Capacity to think critically and creatively to develop innovative solutions.
Lead root cause analysis efforts and implement long-term solutions.
Serve as an escalation point for complex client issues and provide guidance to team members.
When necessary, escalate unresolved issues to higher-level support for further assistance.
Effectively prioritize and manage cases according to SOP guidelines.
Oversee individual backlog and team unassigned cases to maintain workflow efficiency and meet established standards.
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, improve product reliability, and implement process improvements.
Ensure the secure handling of PHI data (when applicable) in strict compliance with HIPAA regulations and organizational policies.
Act as a mentor for the team, guiding junior staff in terms of how to manage customers and case work while enabling them to become knowledge leaders.