Support Specialist

📋 Description

• Addresses both standard and escalated service requests and issues in a customer-centric manner.

• Timely acknowledges, prioritizes, tracks, and documents service requests and issues while ensuring the confidentiality of information processed, stored, or accessed by both internal and external users.

• Plans and executes system configurations for more complex aspects of proprietary applications and their integrated systems, including HL7, API, and other essential functions necessary for the operation of DBM and PBM solutions.

• Serves as a resource for handling escalated calls or issues, offers guidance to colleagues, and documents break/fix outcomes.

• Facilitates calls for partners and clients, diagnosing advanced and escalated SaaS system issues, including but not limited to new user requests, order problems, and changes or maintenance of services.

• Provides web application orientation to internal customers (e.g., employees) and delivers technology support encompassing mobile devices, hardware, third-party applications, proprietary applications, and SaaS.

• Ensures 24/7 technical support is available to both internal and external stakeholders by participating in an on-call rotation for after-hours assistance.

• Conducts research on web application products to support IT procurement and development initiatives.

• Assesses and recommends products for acquisition.

• May engage in special projects as directed by IT leadership.

• Identifies problems by recognizing abnormalities and reporting violations.

• Safeguards the company's intellectual property and protects customer data privacy.

• Performs additional duties as assigned or as necessary.

⛳️ Requirements

• A high school diploma or equivalent is mandatory.

• An associate’s degree in computer science or a related field is preferred.

• Technical certifications are highly preferred.

• 1-2 years of direct customer service experience is essential.

• 1-2 years of experience in a service desk environment is required.

• Extensive knowledge of DBM/PBM applications, typically gained through two years of experience predominantly working within those systems.

• Capability to provide both web application and desktop support, as well as basic and complex integrated system support.

• Exceptional communication, presentation, and interpersonal skills are necessary to perform the described functions, including the ability to present persuasive solutions, demonstrate professionalism, and instill confidence.

• A keen attention to detail is essential for incumbents.

• Strong proficiency with business and communication software is required.

• Organizational and time management skills are critical, along with the ability to work independently and manage multiple projects simultaneously.

• The ability to be proactive and self-directed, employing effective time management, decision-making, and organizational skills is required.

• Incumbents must be capable of prioritizing multiple tasks effectively.

🏝️ Benefits

• Comprehensive benefits package (Health, Dental, Vision, PTO, Sick Time, 401k with match, etc.)

• Opportunities for growth and career advancement.

• Agile and adaptable team culture.

• Innovative and revolutionary technology solutions.