Product Support Specialist (FT/REMOTE) (Permanent oWork Status Req'd)

 About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

JOB SUMMARY:

JOB SUMMARY
The Production Support Specialist is responsible for maintaining the operational integrity of internal business applications by responding to service requests, troubleshooting issues, and ensuring system stability. This role involves a mix of technical analysis, configuration, monitoring, and user support to ensure smooth day-to-day operations.
This is a remote position.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

This is a remote position

Sadly, we are on high alert for scams, imposters and application fraud.

We employ comprehensive screening and verification methods. Any attempt at application fraud or misrepresentation will be identified and lead to immediate removal from consideration.

Permanent work status (UCS/Greencard) is required

Employees must reside within and work within the continental U.S.

KEY RESPONSIBILITIES

Issue Triage & Resolution:

• Respond to and prioritize incoming service requests and incidents.

• Perform root cause analysis and escalate complex issues to appropriate teams.

• Document resolutions and maintain knowledge base articles.

System Configuration & Maintenance:

• Configure application settings based on business requirements.

• Assist in maintaining system parameters and user-defined settings.

User Access & Security:

• Manage user access requests and permissions.

• Ensure compliance with internal security policies and audit requirements.

Automation & File Transfers:

• Set up and monitor automated processes for image and file transfers.

• Troubleshoot failures in scheduled jobs and automation scripts.

Project Loads & Report Scheduling:

• Support project-related data loads and batch processing.

• Schedule and monitor recurring reports and ensure timely delivery.

System Health Monitoring:

• Monitor application performance and system health dashboards.

• Proactively identify and resolve potential issues before they impact users.

Collaboration & Communication:

• All meetings are on video using MS Teams

• Work closely with development, infrastructure, and business teams.

• Communicate effectively with stakeholders regarding issue status and resolution timelines.

Additional Duties:

• Responsibilities may evolve over time, and team members may be assigned other duties as determined by leadership to support organizational goals and operational needs.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in computer science, Information Systems, or related field (or equivalent experience).

• Experience with enterprise applications and production support environments.

• Strong analytical and problem-solving skills.

• Familiarity with automation tools, scripting languages, and data analysis tools.

• Excellent communication and documentation skills.

• Ability to work independently and manage multiple priorities.

SKILLS & COMPETENCIES

TECHNICAL SKILLS

• Application Support Knowledge: Understanding of enterprise applications and their workflows.

• Troubleshooting & Root Cause Analysis: Ability to diagnose and resolve technical issues efficiently.

• SQL & Data Analysis: Basic querying and data validation skills.

• Automation & File Transfer Tools: Familiarity with tools like MoveIT, SFTP, AWS S3 for file transfers.

• System Monitoring: Experience with monitoring dashboards and alert systems.

• Service Desk Tools: Proficiency in platforms like ServiceNow, Jira Service Management, or similar.

• Basic Scripting: Knowledge of automation scripts (PowerShell, Python) is a plus.

SOFT SKILLS

• Communication: Clear and professional interaction with users and technical teams.

• Problem-Solving: Analytical thinking to resolve issues and prevent recurrence.

• Customer Service Orientation: Ability to manage user expectations and provide timely updates.

• Attention to Detail: Ensuring accuracy in data handling and issue resolution.

• Time Management: Prioritizing multiple requests and meeting SLAs.

• Adaptability: Handling urgent issues and shifting priorities in a fast-paced environment.

COMPETENCIES

• Incident & Request Management: Efficiently triaging and resolving tickets.

• Collaboration: Working closely with development, QA, and infrastructure teams.

• Documentation: Maintaining clear records of resolutions and creating knowledge base articles.

• Continuous Improvement: Identifying process gaps and suggesting enhancements.

REPORTING STRUCTURE

• Reports directly to the Director of Production Support.

WORK ENVIRONMENT & CONDITIONS

• This is a remote, work from home position. 10% or less travel.

EMPLOYMENT TYPE

• Full-time

We Offer:

• Quality of life with a remote predictable, full-time schedule 
• Competitive Salary commensurate to experience
• Medical, Dental, Vision coverage and more
• Long-term disability insurance, and life insurance
• Ample parental leave
• 401K with company match
• Certification and Tuition Reimbursement

• Holidays, paid time off

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.