Senior Application Support Specialist

Role & responsibilities

• Provide tier 1-2 technical support related to the maintenance of the product, such as configuration support and user access. 
• Assess tickets reported by users and help to identify solutions either through technology or user education. 
• Provide end user support by investigating reported issues and resolving or routing the issue. 
• Meet HPI Application support service level agreements based on ticket type. 
• Manage a backlog of tickets, ensuring responses are received within SLAs. 
• Communicate with end users on the status of their ticket and provide clear instructions when required. 
• Work closely with the documentation team, development, and product team to ensure that application functionality and documentation are intuitive to users.  
• Support gathering customer feedback, especially during major incidents.

Success Measures

• Timely and accurate response to initial ticket requests.
• Meeting or exceeding resolution times based on specific ticket types.
• Ensuring accurate information is received from the requestor and routing to the appropriate support team member.
• Collaborating effectively with cross-functional teams, including analysts, developers, and business stakeholders.
• Continuous learning and staying up-to-date with the latest technologies, trends, and best practices in the field.
• Demonstrating a customer-focused approach to problem-solving and resolutions.

Skills and Experience :

• Bachelor's or in lieu of a degree, a comparable combination of education and experience (including military service) may be considered.
• 2+ years of product owner, application support, development, or technical skills are required. Strong understanding of relational databases and SQL
• Experienced in healthcare revenue cycle including complex issue investigation, root cause identification and solution implementation.
• Strong business and technical communication skills, written and verbal.
• Detail-oriented and organized approach.
• Critical thinking and problem solving.
• Aptitude for learning new technology and systems.
• Ability to gather and interpret user feedback and data.

Interested candidates can share their resume with jayashree.prathaban@hpiinc.com