Technical Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $62k - $94k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

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MatrixCare

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

MatrixCare is a company that provides comprehensive software solutions tailored for home and long-term care providers. Their products aim to enhance operational efficiency, clinical care, and financial performance by offering tools that support aspects such as data analytics, interoperability, regulatory compliance, and customer relationship management. These solutions are designed for various forms of care including home health, hospice, skilled nursing, senior living, life plan communities, and palliative care. Their robust platform helps care organizations optimize revenue cycle management and ensure smooth transitions of care.

📋 Description

• Triage and prioritize escalated customer cases from the Customer Support team • Communicate with customers to precisely define software cases • Use SQL database queries and scripts to gather detailed information on customer support cases • Identify and provide workarounds for customer cases whenever possible • Identify billing system glitches and provide permanent solutions • Participate in major software testing, including unit, functional, and regression testing • Design, test, and implement simple data scripts • Debug stored procedures, functions, views, indexes, and triggers • Communicate case resolutions to customers • Provide on-call production support to clients and the business for Patient Care reports • Provide best-practice direction on software use to help users avoid recurring cases • Document software defects using a defect tracking system and report defects to software engineers • Provide major production support and satisfactory resolution to users • Work with software engineers, product managers, customers, and different teams to resolve issues and fulfill customer needs • Follow SLAs and document procedures and resolutions

🎯 Requirements

• 4 year degree or equivalent work experience • 2+ years of relational database experience • Ability to learn complex business software and master best-practice use • Excellent attention to detail • Ability to investigate and troubleshoot software issues and find workarounds • Strong technical skills, including understanding basic SQL syntax for investigating software issues and making data changes • Strong analytical capabilities, data analysis techniques, and common database query skills • Basic understanding of AI prompts • Background in SQL queries, including updates and deletes • Strong commitment to quality • Ability to work closely and communicate effectively with software engineers and product managers • Strong interpersonal and communication skills • Proficient in the Windows operating system • Ability to manage multiple concurrent priorities and meet deadlines • Experience working in a SaaS model is a plus

🏖️ Benefits

• Comprehensive medical, vision, dental, and life insurance • AD&D insurance • Short-term and long-term disability insurance • Sleep care management • Health Savings Account (HSA) • Flexible Spending Account (FSA) • Commuter benefits • 401(k) • Employee Stock Purchase Plan (ESPP) • Employee Assistance Program (EAP) • Tuition assistance • Fifteen days Paid Time Off (PTO) accrued in the first year • 11 paid holidays plus 3 floating days • 14 weeks of primary caregiver leave • Two weeks of secondary caregiver leave • Flexible work arrangements • Opportunities for personal and professional growth • Competitive salaries