Technical Support Specialist

About Reveleer

Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all

business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs.

With one transformative solution, the Reveleer platform enables plans to independently execute and manage every

aspect of enrollment, provider outreach and data retrieval, coding, abstraction, reporting, and submissions. Leveraging

proprietary technology, robust data sets, and subject matter expertise, Reveleer provides complete record retrieval

and review services so health plans can confidently plan and execute risk, quality, and member management programs

to deliver more value and improved outcomes.

The work schedule typically includes regular business hours Monday - Friday, but could also include early morning

shifts and weekends, with some overtime possible.

The Role:

The Technical Support Specialist provides documentation of processes and configurations of Reveleer's SaaS products

while providing tier 2 support for application issues, assisting with the identification of root causes and present

possible solutions. This is a not a call center type support position - there are no scripts. You need to be able to provide

technical input for application deficiencies, be able to dialogue cross-functionally to contribute to development

prioritizations, proposals, SOWs and client implementations.

Ideal Experience:

• Healthcare/Medicare Advantage experience at the plan level.

• Technical Support or Client Support experience, ideally as a Business Analyst, a Customer Support

Representative or similar role.

• Experience with SaaS delivered applications is a plus.

Jira Service Management experience highly desirable

Required Skills:

• SQL - solid knowledge (select statements, complex joins, updates, deletes, importing and exporting of data and

table inserts)

• Aptitude and proven ability in providing positive customer service and good communication, ability to

understand the problem from the customer perspective, problem solving, outside the box analysis, pattern

recognition, and basic technical writing skills

• Solid data management experience - using Excel, Access MS SQL Server (or other RDBMS)

• Excellent organizational skills to effectively manage multiple customer support issues

• Ability to monitor Medicare batch jobs. Start and stop his as necessary based on SOP

• Ability to use job scheduling tools and perform high level data ETL

• Ability to analyze data sets and extract key insights for continuous improvement

• Ability to quickly diagnose issues, use debugging methods, and propose solutions or workarounds

• Familiarity with error logs, command-line tools, or debugging utilities

• Comfortable working with engineering, product management, or QA teams for escalations

• Ability to keep customers informed about status updates and next steps

• Empathy when dealing with frustrated or stressed customers, acknowledging their concerns

Desired Skills:

• 4+ years SQL experience

• ASCII and/or EDI knowledge is desirable.

• Familiarity with job scheduling tools such as vCron, Tidal, BMC a plus

• 3+ years MS Project or the equivalent

• Familiarity with JIRA or another CRM is a plus

Required Education:

• Bachelor’s degree or higher in Computer Science or equivalent experience

Reveleer E-Verifies all new hires.

Reveleer is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin,

gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information,

in compliance with applicable federal, state and local law