Technical Customer Support Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Configure, support, and enhance application software and workflows for a touchless prior authorization solution.

• Investigate and resolve intricate issues related to healthcare data transmission, storage, mapping, and selection.

• Identify root causes and propose sustainable solutions to enhance system stability, performance, and client outcomes.

• Utilize SQL queries and database tools to analyze data, validate system behavior, and assist in issue resolution.

• Access data, troubleshoot applications, and oversee system performance in a cloud-based environment.

• Establish and uphold secure data transmission methods, including VPN and HTTPS connections.

• Collaborate with Engineering, Quality Assurance, Project Management, Account Management, and client teams.

• Create, manage, document, and monitor support tickets in Jira and Salesforce until resolution.

• Contribute to technologies that promote better healthcare experiences.

• Develop and maintain technical documentation for internal teams, clients, and stakeholders.

• Clearly articulate complex technical information to nontechnical audiences.

⛳️ Requirements

• A minimum of 3 years of experience in configuring, supporting, or troubleshooting application software and related systems.

• Proven experience troubleshooting complex systems and handling sensitive or confidential data.

• Proficiency in writing SQL queries using PostgreSQL, Microsoft SQL Server, or a similar database platform.

• Experience operating within a cloud service environment.

• Background in analyzing data storage, system mappings, integrations, or data-use requirements.

• Ability to clearly explain technical issues and solutions to both technical and nontechnical audiences.

• Strong written and verbal communication skills.

• Capacity to manage competing priorities and independently solve problems in a fast-paced environment.

• Possess curiosity, persistence, and patience when tackling complex issues across multiple systems and teams.

• Reliable home internet via cable broadband or fiber optic service with a minimum of 10Mbps download/5Mbps upload if working remotely.

• Preferred: experience in supporting healthcare applications or technology solutions.

• Preferred: familiarity with Mirth Connect, Orion Rhapsody, or Cloverleaf.

• Preferred: experience with Microsoft Azure.

• Preferred: knowledge of Docker and Kubernetes.

• Preferred: experience with JavaScript or another scripting language.

• Preferred: experience in supporting healthcare data integrations or prior authorization solutions.

• Preferred: experience utilizing Jira and Salesforce.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical, vision, and dental benefits.

• Access to well-being and behavioral health programs.

• 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement.

• A minimum of 18 days of paid time off each year.

• Paid holidays.

• Leaves of absence.