SYSTEMTEC is seeking a Technology Support Specialist III for a on-site opportunity for candidates in Columbia, SC.Candidate will provide technical support for a web-based healthcare application, helping users resolve technical issues, navigate application functionality, and achieve successful outcomes. This role will also contribute to application testing, technical documentation, root cause analysis, and collaboration with clinical and product teams to improve system performance and the customer experience.
Required Qualifications of the Technology Support Specialist III:
- Applicants must be authorized to work for any employer in the U.S. We are unable to provide sponsorship or work with Third-Party agencies.
- Bachelor's or associate degree in Computer Science, Information Technology, or a related field, or two years of relevant work experience combined with two years of technical help desk or related experience.
- Minimum of two years of technical help desk support or other relevant experience.
- Strong customer service and problem-solving skills, with the ability to prioritize inquiries and provide timely, accurate resolutions.
- Proficiency with Microsoft Office and the ability to navigate commonly used software applications and technical support systems.
- Ability to troubleshoot technical issues, analyze root causes, recommend solutions, and escalate complex problems when necessary.
- Strong written and verbal communication skills, including the ability to explain technical concepts and create clear support documentation.
- Ability to research knowledge bases, FAQs, application resources, and team expertise to resolve user inquiries efficiently.
- Ability to learn new technical concepts, provide guidance to application users, and collaborate effectively in a fast-paced support environment.
- Flexibility to accommodate occasional after-hours support requirements.
Preferred Skills/Experience of the Technology Support Specialist III:
- CompTIA A+ certification.
- Experience supporting web applications, application development, or user acceptance testing.
- Knowledge of healthcare operations, diagnostic testing, and molecular diagnostics.
- Familiarity with healthcare billing, medical coding, or diagnostic testing catalogs.
- Experience with manual web application testing, defect identification, and technical documentation.
- Knowledge of knowledge base management, troubleshooting procedures, and process improvement practices.
Responsibilities of the Technology Support Specialist III:
- Serve as an initial point of contact for application users, investigating inquiries and providing clear technical guidance to promote a positive customer experience.
- Diagnose and resolve moderate to complex technical issues by identifying root causes, restoring functionality, documenting resolutions, and escalating issues as appropriate.
- Research existing support resources and collaborate with subject matter experts to deliver accurate, timely solutions to customer questions.
- Conduct manual web application testing, identify recurring issues, and work with clinical, product, and development teams to improve application functionality and usability.
- Develop and maintain knowledge base articles, FAQs, work instructions, troubleshooting procedures, and other technical documentation.
- Support junior technicians, identify training needs, assist with new business processes and site changes, and recommend proactive improvements to reduce recurring issues and enhance support efficiency.
Work Location: On-site. Columbia, SC.
Compensation / Benefits: Full-Time Employment with SYSTEMTEC means competitive compensation, access to health, dental, disability, and life coverage, and 401(k) with match.
***Please note: SYSTEMTEC is not set up to employ workers in the states of California, New York, and New Jersey.***