Support Specialist - Birmingham, AL (Remote)

Dragonfly Health • Birmingham, AL

2d • Remote

About The Position

Dragonfly Health is hiring a Support Specialist to provide customer-oriented technical and service-desk support for internal and external stakeholders. The role responds to routine and escalated service requests, documents and prioritizes issues, supports proprietary applications and integrated systems, and helps ensure that the company’s DBM and PBM solutions operate effectively. The position also provides guidance to peers, assists partners and clients, and offers web application orientation and technology support to internal customers.

The Support Specialist participates in an after-hours on-call rotation to help ensure 24-hour technical support. The role may also research web application products, evaluate and recommend products for purchase, and contribute to special projects assigned by IT leadership. It requires protecting company intellectual property and customer data, maintaining confidentiality, and performing other duties as assigned or apparent.

Requirements

• High school diploma or equivalent required.
• One to two years of direct customer service experience required.
• One to two years of experience working in a service desk environment.
• Two years of experience performing the majority of work in DBM/PBM applications, with in-depth knowledge of those applications. 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, demonstrate professionalism, and instill confidence.
• Strong proficiency with business and communications software.
• Organizational and time-management skills, including the ability to work with little direction and manage multiple projects simultaneously.
• Attention to detail and the ability to be proactive and self-directed using sound time-management, decision-making, and organizational skills.
• Ability to prioritize multiple tasks.

Nice To Haves

• Associate’s degree in computer science or equivalent preferred.
• Technical certifications 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 confidentiality of information.
• Plan and implement system configuration for complex areas of proprietary applications and integrated systems, including HL7, API, and other functions needed to operate DBM and PBM solutions.
• Act 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 and escalated SaaS system issues, including new 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 help provide 24-hour technical support to internal and external stakeholders.
• Research web application products in support of IT procurement and development efforts, and 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 customers’ 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 a 401(k) with matching.
• Growth opportunity and career advancement.
• Dynamic and inclusive workplace with opportunities for continuous learning and skill development.

What This Job Offers

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