[Hiring] Support Specialist @Dragonfly Health

Role Description

Responds to both routine and escalated service requests and problems in a customer service-oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems while maintaining the confidentiality of information processed, stored or accessed by internal and external users.

• Plans and implements system configuration for more complex areas of proprietary applications and their integrated systems including: HL7, API, and other core functions necessary to operate DBM and PBM solutions. This may also include special projects as assigned by IT Leadership.
• Acts as a resource to address escalated calls or issues, provide guidance to peers, and documents break/fix outcomes.
• Facilitates calls for partners and clients, troubleshoots advanced and escalated SaaS system issues including but not limited to new user requests, order issues, maintenance or changes in service.
• Provides web application orientation to internal customers (e.g., employees) and provides technology support which includes but is not limited to mobile devices, hardware, third party applications, proprietary applications, and SaaS.
• Ensures 24-hour technical support is available to internal and external stakeholders by participating in an on call rotation for after-hours support.
• Conducts research on web application products in support of IT procurement and development efforts. Evaluates and recommends products for purchase.
• May work on special projects as assigned by IT leadership.
• Recognizes problems by identifying abnormalities; reporting violations.
• Protects company’s intellectual property and the privacy of customers’ data.
• Performs other duties as assigned or apparent.

Qualifications

• A high school diploma or equivalent is required.
• Associate’s degree in computer science or equivalent is preferred.
• Technical certifications are strongly preferred.
• 1-2 years’ direct customer service experience is required.
• 1-2 years’ experience working in a service desk environment.
• An in-depth knowledge of DBM/PBM application as obtained by two years’ experience in which the incumbent performed the majority of work in said systems.
• Excellent communication, presentation and interpersonal skills are required to perform the functions as described.
• Good attention for detail.
• A strong proficiency with business and communications software is required.
• Organizational and time management skills are required.
• The ability to work on multiple projects simultaneously is required.

Requirements

• The ability to provide web application and desktop support and basic and complex integrated system support.
• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required.
• Windows OS 10, Server 2012/2016 R2, Standard, Active Directory, MS Office Programs, SCCM 2012, Anti-Virus / Encryption software, Ticket Management systems, Network monitoring, and Digital phone systems/software.
• Lenovo desktops/laptops, HP/Lenovo Servers, Hubs/Switches, Desktop/Mobile phones.

Benefits

• Competitive Pay $24.00 per hour.
• Comprehensive Benefits Package (Health, Dental, Vision, PTO, Sick Time, 401k w/match, etc.).
• Growth Opportunity and Career Advancement.
• Agile and Adaptable team culture.
• Innovative and revolutionary technology solutions.
• A higher calling to provide quality patient care.