Product Support Specialist

CAI; Richmond (VA); Remote; USD 60,000 - 80,000; Full time

Job summary

A healthcare solutions provider is seeking a motivated Product Support Specialist for a full-time remote role. The ideal candidate will have strong healthcare customer service experience, along with effective communication skills to assist users with technical issues. This role involves tier 1 support and collaboration with cross-functional teams to enhance application performance. Competitive hourly rate offered.

Benefits

Medical, dental, and vision insurance

401k retirement account access

Paid sick leave as applicable

Qualifications

• Healthcare and customer service experience.
• Familiarity with Teams, Outlook, and JIRA.
• Excellent verbal and written communication skills.
• Ability to collaborate and communicate with teams.
• Ability to maintain professionalism during user interactions.

Responsibilities

• Collaborate with business units and coordinate with teams.
• Provide tier 1 support for Division applications.
• Perform technical and application support functions.
• Provide initial contact for incoming service requests.
• Collect information from users for service requests.
• Track and route unresolved service requests.
• Escalate complex issues to higher-tier support.
• Provision application access.
• Conduct user acceptance testing.
• Research changes in healthcare datasets.

Job description

Job ID Number

R5942

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

We are looking for a motivated Product Support Specialist ready to take us to the next level! If you have strong customer service experience, specifically in healthcare, and are looking for your next career move, apply now.

Job Description

We are looking for a Product Specialist to provide application support for our client. This position will be full-time contract and remote with the possibility of moving to a full-time employee role, requiring onsite presence.

What You’ll Do

• Collaborate with business units and coordinate with cross-functional teams

• Provide tier 1 support for Division applications

• Perform technical and application support functions

• Provide first-level contact for incoming service requests

• Review incoming service requests for knowledgebase solutions

• Collect information from users for service requests

• Track, route, and redirect unresolved service requests to correct resources

• Escalate complex issues to Tier 2 Service Desk resources

• Provision application access

• Identify and route Data Exceptions

• Walk users through problem-solving steps

• Convey resolutions of service requests to users

• Resolve and close low-level service requests

• Perform proper recording and documentation of activities and solutions

• Perform periodic knowledge base review

• Perform user access audits

• Perform user acceptance testing

• Research changes in pharmacies, hospitals, medications, and healthcare-related datasets

What You'll Need

Required:

• Healthcare and customer service experience

• Familiarity with Teams, Outlook, and JIRA

• Excellent verbal and written communication skills to effectively convey technical information to non-technical users

• Ability to collaborate and communicate with cross-functional teams and stakeholders

• Ability to maintain a high level of professionalism and empathy while interacting with users

Preferred:

• Experience in a customer service role within the healthcare industry

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

The pay range for this position is $40.00 - $43.00 per hour (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages for this role includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave as provided by applicable law.

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [e-mail] or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.