User Support Specialist

User Support Specialist

Dexian is seeking an experienced User Support Specialist for a long-term engagement with a prominent Healthcare Provider. This resource must be located in the San Francisco Bay Area. This position is currently a remote working arrangement but it is anticipated that this may change to a hybrid schedule in the future.

Scope of Responsibilities:

• Implementation and support of mobile apps and online web-based applications.
• Will work with both internal and external (members) users, technical teams, physicians, web content administrators, business analysts, and project managers in a support and analysis role.
• Act as the technical liaison with various groups interfacing with the system.
• Responsible for support for the different applications – helping the patients, Doctors and medical staff with troubleshooting the application when needed (via text or video visits).

Qualifications:

• Must have Customer Technical support experience with strong troubleshooting skills
• Must have excellent communication skills (written and verbal) in English
• Call Center support experience (Windows and Mac Platforms would be helpful)
• In depth experience with a variety of web browsers
• Experience with content management systems
• Effective documentation skills
• Sound follow through and completion of incidences
• Must be friendly, have diplomacy, patience, and a sense of calm to better interact with members.
• Network and web development skills are a plus
• Experience using trouble ticket tracking system (ServiceNow is preferred)
• Experience supporting video conferencing is helpful
• QA and testing skills may be helpful

Additional Requirements:

• Ability to provide customers technical support of a variety of applications including Mobile Applications, Video Visits, text messaging, photo support, and the flexibility to add additional applications to support as they are moved to production.
• This person will be interacting with members, doctors, KPIT desktop support technicians, programmers, and members. Because of the wide diversity of different types of "audiences" we need someone with excellent verbal and written communication skills in English.
• Must have analytical skills and is a problem solver. Can work through a problem to find a solution.
• Experience with apple products, such as the MAC, iPad, and iPhone.
• Prefer some experience doing triaging of problems that come into an email box or phone line.