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

Virtix Health LLC; Minnesota; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote-friendly workplace

401K with company match

Tuition reimbursement

Medical, Dental, Vision coverage

Job summary

Virtix Health LLC is seeking a Production Support Specialist to maintain the operational integrity of internal business applications. This remote role involves troubleshooting, configuration, monitoring, and user support to ensure smooth day-to-day operations. Reports to the Director of Production Support.

You will work with MS Teams for meetings, support automation and file transfers, and help manage SLAs across multiple priorities in a fast-paced environment.

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.

Responsibilities

• Issue triage and resolution: respond to service requests and incidents, document resolutions and KB articles.
• System configuration and maintenance: adjust application settings based on business needs.
• User access and security: manage access requests and permissions in line with security policies.
• Automation and file transfers: set up and monitor automated processes for image and file transfers; troubleshoot failures.
• Project loads and report scheduling: support data loads and schedule/monitor reports.
• System health monitoring: monitor performance and proactively resolve potential issues.
• Collaborate with development, infrastructure, and business teams; communicate issue status clearly.
• Additional duties as assigned by leadership to support goals.

Skills

SQL & Data Analysis

Troubleshooting & RCA

Service Desk Tools

Automation & File Transfers

Communication Skills

Time Management

Independent Work

Documentation Skills

Education

Bachelor’s degree in CS/IS or related field

Tools

MoveIT

SFTP

AWS S3

ServiceNow

Jira Service Management

PowerShell / Python

Job description

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

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

• Issue Triage & Resolution: Respond to and prioritize incoming service requests and incidents. Perform root cause analysis and elevate 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.

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

What 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.

Company Overview

Virtix Health partners with health plans across the country to drive clinical, financial, and operational results. Virtix Health offers virtual wellness visits, in-home health risk assessments, retrospective chart review, HCC Coding, medical record repository, retrieval workflow technology, health risk assessments, and member engagement services.