Application and Technical Support Specialist, Planning and Performance Management

The role

You will provide technical guidance and support to customers for the StrataJazz product. You will troubleshoot technical issues, manage cases, and develop solutions to prevent recurring problems.

What you will do

• Troubleshoot and resolve moderately complex technical issues independently.
• Conduct detailed analysis to identify root causes of technical problems.
• Prioritize and manage cases according to SOP guidelines.
• Oversee individual backlog and team unassigned cases.
• Develop and implement solutions to prevent recurring issues.
• Escalate complex issues to higher-level support.
• Update and maintain customer records accurately.
• Develop and deliver training sessions for customers and internal teams.
• Collaborate with cross-functional teams and stakeholders.
• Ensure secure handling of PHI data in compliance with HIPAA.

Required qualifications

• 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
• Strong written and verbal communication skills

Nice to have

• 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

Benefits

• Retirement benefits
• Health and welfare benefits
• Paid time off
• Parental leave
• Life and accident insurance
• Voluntary and well-being benefits

About the company

Strata's culture is driven by people solving problems together. The company embraces learning, collaboration, and continuous career growth.