Technology Support Specialist III
About The Position
DPP is seeking a Technology Support Specialist III for a six-month W2 contract opportunity with a client in the healthcare insurance industry. The position is onsite in Columbia, South Carolina. The specialist will learn and provide customer technical support for the DEX application, serving as the initial point of contact for customer inquiries and helping application users have a positive experience. The role involves proactively assisting stakeholders, troubleshooting issues, providing clear guidance, documenting solutions, and escalating complex problems. The specialist will also identify recurring issues and work with clinical and product teams to improve product functionality and user experience, while contributing work instructions, documentation, and FAQs to the company knowledge base.
Requirements
- Strong customer service skills.
- Good problem-solving skills.
- Ability to provide technical advice, guidance, and informal training to customers using hardware and software programs.
- Ability to understand technical problems and solutions in relation to the business environment.
- Understanding of the industry’s business systems and processes.
- Proficient computer skills and ability to navigate commonly used applications and systems in the industry.
- Required experience: 2 years of technical help desk experience or other job-related experience.
- Required technologies: MS Office and knowledge of healthcare and diagnostic testing.
- Bachelor’s degree in Computer Science, Information Technology, or another job-related field; or an associate degree in one of those fields; or 2 years of job-related work experience plus 2 years of technical help desk or other job-related experience.
- Strong writing and verbal communication skills for communicating effectively with users.
- Good manual testing skills for web applications.
- Authorized to work in the United States; the employer is unable to sponsor at this time.
Nice To Haves
- Software development and support experience.
- Application development and user acceptance application testing experience.
- Experience handling customer inquiries.
- Experience in healthcare.
- Molecular diagnostics testing knowledge or experience.
- Billing and coding knowledge.
- A+ certification.
- Aptitude and desire to learn about application development and user acceptance application testing, customer inquiries, molecular diagnostics, and billing and coding.
Responsibilities
- Learn and provide customer technical support for the DEX application.
- Serve as the initial point of contact for customer inquiries.
- Help application users have a positive experience and proactively assist stakeholders in achieving desired outcomes.
- Troubleshoot issues, provide clear guidance, and document solutions.
- Escalate complex problems.
- Identify recurring issues and work with clinical and product teams to improve product functionality and user experience.
- Create and update work instructions, documentation, and FAQs for the company knowledge base.
- Comprehend and prioritize end-user emails and respond using the company knowledge base.
- Search and research FAQs, articles, the application, and team members’ knowledge to answer end-user questions in a timely manner.
Benefits
- DPP offers compensation and benefits packages to employees and their eligible dependents.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
