Senior Support Specialist

Dragonfly Health•Mesa, AZ

About The Position

The Senior Support Specialist provides customer-oriented technical support for internal and external users, including troubleshooting SaaS systems, networks, applications, hardware, mobile devices, and integrated software partner configurations. The role responds to and documents service requests, facilitates calls with partners and clients, escalates complex issues as appropriate, and helps maintain confidentiality and customer data privacy. The position also supports reporting and data accuracy by extracting information from SQL Server, analyzing reports to identify discrepancies for billing, and assisting with EMR data analysis. It provides application orientation, contributes to SOP and best-practice documentation, researches products for development efforts, and works with internal departments to identify ways technology can improve business operations. The role may lead, counsel, and mentor others, but has no direct supervisory responsibility.

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 support.
1–2 years of experience working in a service desk environment.
Previous experience troubleshooting and monitoring SaaS applications.
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, the ability to work with little direction, and the ability to prioritize multiple tasks.
Ability to interact effectively with team members, marketing or product development staff, and others; strong customer-service orientation.
Proactive, self-directed approach with sound decision-making and organizational skills.
Knowledge of data relations and the 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 telephone or headset equipment; and infrequently lift and move materials weighing up to 40 pounds.
Ability to function in an environment with constant interruptions.

Nice To Haves

Associate’s or bachelor’s degree in computer science.
Technical certifications.
Experience in the medical or health care services industry.

Responsibilities

Respond to routine service requests and problems; acknowledge, prioritize, track, and document them while protecting information confidentiality, assisting with complex issues, and escalating as appropriate.
Facilitate calls with partners and clients and troubleshoot complex SaaS system issues, including new user requests, order issues, and service maintenance or changes.
Troubleshoot networks, systems, and applications, particularly integrated software partners and their 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 and provide ad hoc reports to business units to support business decisions.
Run reports and analyze data to correct discrepancies and support accurate billing when requested.
Assist with EMR support, including analyzing data 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 company intellectual property and the privacy of customer data.
Perform other duties as assigned or apparent.
Lead, counsel, and mentor others without direct supervisory or managerial responsibility.