Senior Support Specialist

Dragonfly Health•Mesa, AZ

About The Position

The Senior Support Specialist responds to service requests and troubleshoots technical issues for internal and external customers. The role supports SaaS applications, networks, systems, applications, mobile devices, hardware, and integrated software solutions; provides application orientation and technical assistance; and contributes to standard operating procedures and best practices for proprietary software. It also extracts SQL Server data for ad hoc reporting, analyzes data to support accurate billing and EMR patient information, and collaborates with internal departments to identify opportunities for technology to improve business operations. The position may research and evaluate web products, work on special projects, and lead, counsel, and mentor others, though it has no direct supervisory responsibility. Travel is typically not required but may be requested for offsite support or conferences and meetings. Work is generally performed in an office or remote setting with minimal exposure to hazardous conditions. The role requires a flexible schedule to accommodate on-call rotations.

Requirements

High school diploma or equivalent.
Typically 1–2 years of experience providing desktop and basic LAN support, including desktop, server, network, Microsoft applications and systems, and telephony.
Previous experience troubleshooting and monitoring SaaS applications.
1–2 years of experience working in a service desk environment.
Excellent communication, presentation, and interpersonal skills, including the ability to present solutions professionally and instill confidence.
Strong attention to detail and proficiency with business and communications software.
Organizational and time-management skills, with the ability to work with little direction.
Ability to interact effectively with team members and marketing, product development, and other staff.
Strong customer-service orientation.
Proactive, self-directed approach, with sound decision-making and organizational skills and the ability to prioritize multiple tasks.
Knowledge of data relations and ability to read data and data-related tables.
Ability to work on multiple projects simultaneously.
Ability to maintain a flexible schedule to accommodate on-call rotations.
Ability to stand, sit, stoop, bend, and reach; use a telephone or headset; and, infrequently, lift and move materials weighing up to 40 lbs.
Ability to function in an environment with constant interruptions.

Nice To Haves

Associate’s or bachelor’s degree in computer science.
Technical certifications.
Medical or pertinent health care services industry experience.

Responsibilities

Respond to routine incoming service requests and problems, acknowledging, prioritizing, tracking, and documenting them while maintaining the confidentiality of information.
Assist with complex issues and escalate them when appropriate.
Facilitate calls with partners and clients and troubleshoot complex SaaS system issues, including new user requests, order issues, maintenance, and service changes.
Troubleshoot networks, systems, and applications, particularly integrated software partners and solution configurations.
Provide application orientation and technology support for internal and external customers, including support for mobile devices, hardware, applications, and SaaS.
Participate in documenting standard operating procedures and best practices for proprietary software.
Extract data from SQL Server for ad hoc reporting requested by business units.
Run reports and analyze data to resolve discrepancies and support accurate billing when requested.
Assist with EMR support, including data analysis to ensure the accuracy of patient information input and output.
Collaborate with internal departments to identify opportunities for technology to improve business effectiveness and efficiency.
Research web products in support of development efforts and evaluate and recommend products for purchase.
Work on special projects as assigned by IT leadership.
Protect the company's intellectual property and the privacy of customer data.
Perform other duties as assigned or apparent.
Lead, counsel, and mentor others.