Application and Technical Support Specialist, Planning and Performance Management

Job description

<p><strong><span data-contrast="auto">How You’ll Make An Impact:</span></strong><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="auto">As an Application & Technical Support (ATS) Specialist, you will be providing technical guidance and support to our customers for our product, </span><span data-contrast="auto">StrataJazz</span><span data-contrast="auto">. To be successful in this role, you should be highly motivated and enjoy finding creative solutions to challenging problems.  </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">A day in the life of this role: </span></strong><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Troubleshoot and resolve moderately complex technical issues independently. Conduct detailed analysis to identify root causes of technical problems.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Effectively prioritize and manage cases according to SOP guidelines. Oversee individual backlog and team unassigned cases to maintain workflow efficiency and meet established standards.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Develop and implement solutions to prevent recurring issues.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Escalate complex issues to higher-level support when necessary. </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Update and maintain customer records accurately. Document all interactions and transactions with customers in the system.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Independently develop and deliver training sessions for customers and internal teams.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Collaborate with cross-functional teams and stakeholders to enhance product support.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">
<p><span data-contrast="auto">Ensure the secure handling of PHI data (when applicable) in strict compliance with HIPAA regulations and organizational policies.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
</li>
<li data-leveltext="" data-font="Symbol" data-listid="18" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1">
<p><span data-contrast="auto">Provide guidance to junior support staff.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
</li>
</ul>
<p><strong><span data-contrast="auto">What We're Looking For: </span></strong></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="19" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">2+ years of product experience OR relevant work with Healthcare</span><span data-contrast="auto"> products in technical support, development, or a consultancy environment </span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="19" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Proficient knowledge of Microsoft technologies (Office 365)</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="19" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Experience in technical issue resolution and escalation procedures</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="19" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Proven experience in managing multiple projects with multiple priorities</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="19" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">
<p><span data-contrast="auto">Proficient with SQL scripts to perform troubleshooting</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></p>
</li>
<li>
<p><span data-contrast="auto">Experience with healthcare financial applications, StrataJazz </span><span data-contrast="auto">preferred</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></p>
</li>
<li>
<p><span data-contrast="auto">Experience with a case management tool, Salesforce is preferred </span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></p>
</li>
<li>
<p><span data-contrast="auto">Proficiency with Tableau or similar data visualization tools is preferred</span></p>
</li>
</ul>
<p><strong><span data-contrast="auto">Customer Focus</span></strong><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="23" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Partner with customers to solve issues requiring overall knowledge of the product and the healthcare business.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="23" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Act as a primary point of contact for customer requests, escalated inquiries and issues related to software products.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="23" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Empathy: Developing a better understanding of customer needs and concerns; ability to empathize with customers' frustrations and provide reassurance.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="23" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Attention to Detail: demonstrated accuracy and thoroughness in handling cases and documenting information.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="23" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Maintain familiarity with CRM systems for issue management.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Professional Skills</span></strong><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="22" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Team player mentality. A willingness to assist team members with tasks as needed.  Openness to receiving guidance and feedback from peers.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="22" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Initiative & Growth: Exhibit a proactive approach to personal and professional development. Consistently step out of the comfort zone to embrace new challenges and opportunities, achieving measurable year-over-year growth in performance and skills.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="22" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Self-starter: adopt a proactive mindset to seeking out opportunities for improvement.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="22" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Confidence:  Exhibits knowledge and accountability, such that team and stakeholders believe in your ability.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="22" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Efficient organization and prioritization of tasks to meet deadlines. Manages a moderate workload with minimal supervision, demonstrating the ability to handle tasks independently and efficiently.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="22" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Strong written and verbal communication skills – ability to convey information clearly and concisely in both written and spoken formats. Capable of accurately relaying information to customers and colleagues.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Knowledge & Troubleshooting</span></strong><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="20" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Product Knowledge: Develop and maintain in-depth understanding and knowledge for assigned product areas.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="20" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Independently support customer queries and issues, leveraging a comprehensive understanding of features and functionalities. Expand ability to handle a wider range of customer queries and issues.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="20" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Actively contribute to the enhancement of the technical knowledge base and documentation by creating and publishing KCS (Knowledge centered Support) content. Ensure documentation covers a wide range of issues and solutions, and regularly update existing articles to maintain accuracy and relevance.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="20" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Possess a solid understanding and ability to work with SQL scripts and queries to perform troubleshooting independently. Handle moderately complex SQL tasks to diagnose and resolve issues effectively, providing support and guidance to junior team members as needed.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span></li>
</ul>
<p><strong>Estimated Salary Range: $55,000 – 85,000<br><br></strong>Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.</p><div class="content-conclusion"><p><span data-contrast="auto">Find out more about Strata benefits <a href="https://www.canva.com/design/DAEuy0aEIMM/z5m3idieTm89CTo-uhx7TA/view?utm_content=DAEuy0aEIMM&utm_campaign=designshare&utm_medium=link&utm_source=editor" target="_blank">here</a>.  </span></p>
<p><strong><span data-contrast="auto">How we work:<br></span></strong>Our preferred location for open roles is Chicago, IL. We value in‑person connection and regularly host on‑campus events to create meaningful opportunities for our team to build relationships and collaborate </p>
<p><strong><span data-contrast="auto">Thinking about applying?</span></strong>  <br><span data-contrast="auto">Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience. <br><br></span><span data-contrast="auto">Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">Here @ Strata…</span></strong> <br><span data-contrast="auto">Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community. </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="auto">We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin. </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> <br><br><strong>Our Core Values:<br></strong><span class="NormalTextRun SCXW230645974 BCX0">While we celebrate what makes each member of our team unique, our core values are what connect us. They set </span><span class="NormalTextRun SCXW230645974 BCX0">clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.<br></span></span></p>
<ul>
<li>We connect with positive intent.</li>
<li>We are helpful.</li>
<li>We own it.</li>
<li>We get better every day.</li>
<li>We are humble.</li>
</ul></div>