Application and Technical Support Specialist, Planning and Performance Management

How You’ll Make An Impact: 

As an Application & Technical Support (ATS) Specialist, you will be providing technical guidance and support to our customers for our product, StrataJazz. To be successful in this role, you should be highly motivated and enjoy finding creative solutions to challenging problems.   

A day in the life of this role:  

• Troubleshoot and resolve moderately complex technical issues independently. Conduct detailed analysis to identify root causes of technical problems. 

• Effectively prioritize and manage cases according to SOP guidelines. Oversee individual backlog and team unassigned cases to maintain workflow efficiency and meet established standards. 

• Develop and implement solutions to prevent recurring issues. 

• Escalate complex issues to higher-level support when necessary.  

• Update and maintain customer records accurately. Document all interactions and transactions with customers in the system. 

• Independently develop and deliver training sessions for customers and internal teams. 

• Collaborate with cross-functional teams and stakeholders to enhance product support. 

• Ensure the secure handling of PHI data (when applicable) in strict compliance with HIPAA regulations and organizational policies. 

• Provide guidance to junior support staff. 

What We're Looking For: 

• 2+ years of product experience OR relevant work with Healthcare products in technical support, development, or a consultancy environment  

• Proficient knowledge of Microsoft technologies (Office 365) 

• Experience in technical issue resolution and escalation procedures 

• Proven experience in managing multiple projects with multiple priorities 

• Proficient with SQL scripts to perform troubleshooting 

• Experience with healthcare financial applications, StrataJazz preferred 

• Experience with a case management tool, Salesforce is preferred  

• Proficiency with Tableau or similar data visualization tools is preferred

Customer Focus 

• Partner with customers to solve issues requiring overall knowledge of the product and the healthcare business. 

• Act as a primary point of contact for customer requests, escalated inquiries and issues related to software products. 

• Empathy: Developing a better understanding of customer needs and concerns; ability to empathize with customers' frustrations and provide reassurance. 

• Attention to Detail: demonstrated accuracy and thoroughness in handling cases and documenting information. 
• Maintain familiarity with CRM systems for issue management. 

Professional Skills 

• Team player mentality. A willingness to assist team members with tasks as needed.  Openness to receiving guidance and feedback from peers. 

• Initiative & Growth: Exhibit a proactive approach to personal and professional development. Consistently step out of the comfort zone to embrace new challenges and opportunities, achieving measurable year-over-year growth in performance and skills. 

• Self-starter: adopt a proactive mindset to seeking out opportunities for improvement. 

• Confidence:  Exhibits knowledge and accountability, such that team and stakeholders believe in your ability. 

• Efficient organization and prioritization of tasks to meet deadlines. Manages a moderate workload with minimal supervision, demonstrating the ability to handle tasks independently and efficiently. 
• Strong written and verbal communication skills – ability to convey information clearly and concisely in both written and spoken formats. Capable of accurately relaying information to customers and colleagues. 

Knowledge & Troubleshooting 

• Product Knowledge: Develop and maintain in-depth understanding and knowledge for assigned product areas. 

• Independently support customer queries and issues, leveraging a comprehensive understanding of features and functionalities. Expand ability to handle a wider range of customer queries and issues. 

• Actively contribute to the enhancement of the technical knowledge base and documentation by creating and publishing KCS (Knowledge centered Support) content. Ensure documentation covers a wide range of issues and solutions, and regularly update existing articles to maintain accuracy and relevance. 
• Possess a solid understanding and ability to work with SQL scripts and queries to perform troubleshooting independently. Handle moderately complex SQL tasks to diagnose and resolve issues effectively, providing support and guidance to junior team members as needed. 

Estimated Salary Range: $55,000 – 85,000
Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.