Support Specialist - Birmingham, AL (Remote)

Dragonfly Health • Birmingham, AL

7h • Remote

About The Position

The Support Specialist responds to routine and escalated service requests and problems in a customer service-oriented manner. The role promptly acknowledges, prioritizes, tracks, and documents requests while maintaining the confidentiality of information processed, stored, or accessed by internal and external users.

The position plans and implements system configurations for complex areas of proprietary applications and integrated systems, including HL7, APIs, and other functions needed to operate DBM and PBM solutions. It also serves as a resource for escalated calls and issues, guides peers, documents break/fix outcomes, facilitates calls for partners and clients, and troubleshoots advanced SaaS system issues.

The Support Specialist provides web application orientation and technology support for internal customers, including support for mobile devices, hardware, third-party applications, proprietary applications, and SaaS. The role participates in an after-hours on-call rotation to help ensure 24-hour technical support, researches web application products for IT procurement and development, evaluates and recommends products, and may work on special projects. It also identifies and reports abnormalities or violations, protects company intellectual property and customer data privacy, and performs other assigned or apparent duties.

Requirements

• High school diploma or equivalent.
• 1–2 years of direct customer service experience.
• 1–2 years of experience working in a service desk environment.
• In-depth knowledge of DBM/PBM applications, obtained through two years of experience performing the majority of work in those systems; experience may include ordering, billing, procurement and inventory, contract management, and vendor management.
• Ability to provide web application and desktop support, as well as basic and complex integrated system support.
• Excellent communication, presentation, and interpersonal skills, including the ability to present compelling solutions, portray professionalism, and instill confidence.
• Strong proficiency with business and communications software.
• Organizational and time-management skills, attention to detail, and the ability to work with little direction and manage multiple projects simultaneously.
• Ability to be proactive and self-directed, use sound decision-making and organizational skills, and prioritize multiple tasks.

Nice To Haves

• Associate’s degree in computer science or equivalent.
• Technical certifications are strongly preferred.

Responsibilities

• Respond to routine and escalated service requests and problems in a customer service-oriented manner.
• Acknowledge, prioritize, track, and document service requests and problems while maintaining information confidentiality.
• Plan and implement configurations for complex proprietary applications and integrated systems, including HL7, APIs, and functions supporting DBM and PBM solutions.
• Serve as a resource for escalated calls and issues, provide guidance to peers, and document break/fix outcomes.
• Facilitate calls for partners and clients and troubleshoot advanced or escalated SaaS system issues, including user requests, order issues, and service maintenance or changes.
• Provide web application orientation to internal customers and technology support for mobile devices, hardware, third-party applications, proprietary applications, and SaaS.
• Participate in an after-hours on-call rotation to support 24-hour technical assistance for internal and external stakeholders.
• Research web application products for IT procurement and development efforts; evaluate and recommend products for purchase.
• Work on special projects as assigned by IT leadership.
• Identify abnormalities and report violations.
• Protect company intellectual property and the privacy of customer data.
• Perform other duties as assigned or apparent.

Benefits

• Competitive pay of $24.00 per hour.
• Comprehensive benefits package including health, dental, vision, PTO, sick time, and 401(k) with match.
• Growth opportunity and career advancement.
• Agile and adaptable team culture.
• Innovative technology solutions.
• Opportunity to contribute to quality patient care.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED