Applications Support Specialist - Remote

CPS Solutions, LLC; United States; Remote; USD 75,000 - 85,000; Full time

Job summary

A prominent healthcare solutions provider is seeking an experienced Applications Support Specialist to provide technical support for their SaaS product while working remotely. You will resolve client issues, manage support tickets, and communicate effectively with team members. The ideal candidate holds a Bachelor's degree in computer science, possesses technical support experience, and has knowledge of pharmacy operations. Competitive salary and comprehensive benefits package offered.

Benefits

Competitive salary

401(k) savings plan with a match

Comprehensive benefits package including Medical, Dental, and Vision Insurance

Qualifications

• 3+ years' experience in a relevant technical support role.
• Strong working knowledge of browser debugging using browser dev tools.
• Proficient with Microsoft tools: Outlook, Teams, Word, Excel.

Responsibilities

• Respond to client inquiries about supported applications.
• Escalate tickets to appropriate departments as needed.
• Manage technical support tickets with proper documentation.

Skills

Technical support expertise

Database query language

Multitasking and critical thinking

Familiarity with AWS

Knowledge of pharmacy operations

Education

Bachelor's degree in computer science or equivalent

Tools

JIRA

MySQL

Postman

Job description

Applications Support Specialist
CPS Solutions, LLC
Home-based/remote

As a full-time Applications Support Specialist with CPS Solutions, LLC, you will be responsible for providing technical support for a SaaS product, solving client issues, needs, requests, and ideas, and ensuring all requests are resolved quickly and with a positive attitude. Tasks include critical thinking, effective internal and external communication, and investigating root cause resolution. You will handle multiple client requests with the highest level of professional service and will proactively learn the product, troubleshoot problems, understand when to escalate a request, and communicate issues for greater awareness.

Must be able to work in the US without Sponsorship or Restrictions

Salary Range: $75,000-$85,000 based on experience. Bonus eligible position.

Primary Responsibilities:

• Respond to client emails/calls about the supported applications.
• Serve as an internal resource for all technical inquiries regarding CPS software.
• Maintain updates made to Jira tickets, e.g., client/internal communication, investigation notes, or any relevant information pertaining to the problem/request.
• Escalate tickets that cannot be completed by Support as needed to appropriate departments.
• Regularly monitor SLAs and maintain ticket status updates with the client/reporter.
• Identify and raise critical related issues to the appropriate team.
• Manage technical support tickets to ensure proper documentation, including blockers, related tickets, proper status, and root cause identified. This will help with keeping an audit of bugs, requests to aid not only overall client success, but product knowledge.
• Ensure that each client interaction is handled with the highest level of professionalism.
• Work closely and communicate with other staff members, such as Developers, QA Analysts, Product, Client Success, and others, to resolve and document issue(s).
• Track and communicate trends in client issues to Quality Assurance and Development teams.
• Attend daily/bi-weekly Support team meetings to address known issues and maintain the Service Desk queue.
• Translate complex technical issues to be easily digested by non-technical personnel - including clients and Client Success.
• Add and maintain Wiki articles related to Customer Support team How To's, FAQs, best practices, etc.
• Perform other related duties as assigned by management.

Required Qualifications:

• Bachelor's degree in computer science or equivalent education/technical support experience.
• 3+ years' experience in a relevant technical support role.
• Experience as a Pharmacy Technician or working knowledge of pharmacy operations - preferred.
• Strong working knowledge of database query language, specifically MySQL, and ability to create and modify queries.
• Strong working knowledge of browser debugging using the browser dev tools.
• Experience with JIRA, or similar ticket tracking software.
• Understanding APIs (experience with Postman a plus).
• Familiarity with AWS, Rancher, and Kibana.
• Specialty Pharmacy and/or Healthcare experience preferred; aptitude for acquiring strong industry knowledge.
• Ability to multitask and apply critical thinking.
• Proficient with Microsoft tools Outlook, Teams, Word, and Excel.
• Ability to understand code and release pipelines, preferred.
• Experience as a Pharmacy Technician or working knowledge of pharmacy operations, preferred.

Benefits: All employees enjoy a competitive salary, eligibility to participate in the 401(k) savings plan with a match. Full Time employees are also eligible for a comprehensive benefits package, including Medical, Dental and Vision Insurance, Time Off Plan, Company Paid Short- and Long-Term Disability, Basic and Supplemental Life Insurance, Medical Flex and Dependent Care Accounts and more.

CPS Requirements: All employment offers are contingent upon successfully passing a pre-employment (post offer) background check, drug test and signed onboarding documents. Additionally, you may be required to provide medical records or have additional medical examinations/background checks that are a specific requirement of the location or position in which you are hired.

About CPS: Founded nearly 50 years ago and employing over 2,500 clinical, regulatory, and operational pharmacy professionals, CPS Solutions, LLC, is one of the nation's largest providers of pharmacy services to more than 800 hospitals and healthcare facilities nationwide. CPS helps clients tackle a variety of complex issues, such as operational efficiency, rising drug costs, regulatory & compliance, 340B, and specialty pharmacy strategy.

We are an Equal Opportunity Employer and do not discriminate against any qualified employee or applicant for employment because of race, color, sex, age, national origin, ancestry, religious creed, sexual orientation, gender identity and/or expression, status as a veteran, mental or physical disability or any other federal, state or local protected class.