Technical Support Specialist

MatrixCare • Peachtree Corners, GA

3d • Remote

About The Position

The primary role of Technical Support Specialist is to provide technical support to customers experiencing problems with software and data discrepancies. Key deliverables include; following SLA, working with different teams, diagnosis and fixing software related issues, partnering with customers to fulfill needs, documenting procedures and resolutions.

Requirements

• 4 year degree or equivalent work experience
• 2+ years of relational database experience
• Must demonstrate an ability to learn complex business software and master best practice use of the software
• Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues
• Must have strong technical skills, including an ability to understand basic SQL syntax for investigating software issues and making changes to data
• Strong analytical capabilities, data analysis techniques and common database query skills
• Basic understanding of AI prompts
• Background in SQL Queries, including updates/deletes
• Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers
• Strong interpersonal and communication skills
• Proficient in the Windows operating system
• Ability to manage multiple concurrent priorities and meeting deadlines

Nice To Haves

• Experience working in a SaaS model a plus

Responsibilities

• Triage and prioritize escalated customer cases from the Customer Support team
• Communicate with customers to precisely define software cases
• Use SQL database queries and scripts to gather detailed information on customer support cases
• Identify and provide workarounds for customer cases whenever possible
• Involved in identifying billing system glitch and provide permanent solutions.
• Involve in major software testing including unit testing, functional testing and regression test
• Design, test and implement simple data scripts
• Debugging stored procedures, functions, views, indexes, triggers, etc.
• Communicate case resolutions to customers
• Providing the on-call production support to client/Business to meet the requirements for Patient Care reports
• Provide best practice direction on software use to help users avoid recurrence of cases
• Document software defects using defect tracking system and report defects to software engineers
• Provide the major production support and satisfactory resolution to user

Benefits

• comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.
• Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days
• eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree