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:
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Respond to and prioritize incoming service requests and incidents.
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Perform root cause analysis and escalate complex issues to appropriate teams.
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Document resolutions and maintain knowledge base articles.
System Configuration & Maintenance:
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Configure application settings based on business requirements.
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Assist in maintaining system parameters and user-defined settings.
User Access & Security:
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Manage user access requests and permissions.
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Ensure compliance with internal security policies and audit requirements.
Automation & File Transfers:
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Set up and monitor automated processes for image and file transfers.
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Troubleshoot failures in scheduled jobs and automation scripts.
Project Loads & Report Scheduling:
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Support project-related data loads and batch processing.
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Schedule and monitor recurring reports and ensure timely delivery.
System Health Monitoring:
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Monitor application performance and system health dashboards.
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Proactively identify and resolve potential issues before they impact users.
Collaboration & Communication:
- All meetings are on video using MS Teams
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Work closely with development, infrastructure, and business teams.
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Communicate effectively with stakeholders regarding issue status and resolution timelines.
Additional Duties:
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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
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Bachelor’s degree in computer science, Information Systems, or related field (or equivalent experience).
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Experience with enterprise applications and production support environments.
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Strong analytical and problem-solving skills.
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Familiarity with automation tools, scripting languages, and data analysis tools.
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Excellent communication and documentation skills.
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Ability to work independently and manage multiple priorities.
SKILLS & COMPETENCIES
TECHNICAL SKILLS
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Application Support Knowledge: Understanding of enterprise applications and their workflows.
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Troubleshooting & Root Cause An