Job Summary
The Technical Product Specialist is responsible for providing advanced technical services and support for customer-facing defects for Nextech Software Products. Working in partnership with the Product Specialist, and directly with Support, Implementation, and Product Development teams, this person will be responsible for running and delivering custom reports, resolving configuration-based defects, and providing pre-development research on those defects requiring product code changes. The primary goal of this role is to reduce the defect load on product development teams to only those defects requiring product code changes.All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
Essential Functions
- Perform technical research of customer issues, especially by analyzing data and understanding the associated functionality, and provide context and direction to development teams.
- Resolve configuration-based defects and other defects not requiring development.
- Manage custom report and data extract requests, delivering for known request types or coordinating new requests with our platform teams.
- Bridge technical communication between escalated customers and product development teams.
- Act as a technical liaison between Implementation, Development, and Product Management to help identify and resolve high impact issues.
- Provide issue coordination across development teams for technical services shared across products.
- Develop and maintain an expert level of proficiency in all technical facets of the assigned software solution(s).
- Act as an advocate for delivering Customer Excellence.
Minimum Requirements
- 4+ years of experience supporting/developing SaaS B2B products at high-performance with successful outcomes.
- Strong experience with database queries and data management.
- Practical knowledge of SQL tools, especially Microsoft SQL Server and SQL Management Studio.
- Self-motivated and a self-starter with a strong sense of urgency and personal accountability.
- Strong application knowledge, understanding how solution functionality works within the context of our technical environment.
- Strong analytical skills and proficiency with analytical tools.
- Desire to work in a fast-paced, success-driven team environment.
- Familiarity with Jira and Agile software development.
- A customer-centric approach to problems.
Preferred Qualifications
- Bachelorβs degree or certification in a technical field related to software engineering.
- Prior experience with healthcare operations or IT experience is a plus.
- Experience debugging JavaScript and a basic understanding of C#.
Working Environment/Physical Demands
- Remote
- Long-distance or air travel as needed
- Activities require a significant amount of work in front of a computer monitor.
Total Rewards
- Employee Assistance Program with free counseling sessions available.
- Flexible Time Off: take time off when you need it without worrying about available hours.
- 10 paid holidays + 1 floating holiday.
- Generous annual bonus opportunity.
- Insurance: Choice of Medical, Dental, and Vision plans.
- Wellness Program including discounts on medical premiums.
- Health Savings Account.
- Flexible Spending Account.
- Volunteer Time Off.
- 100% Company-Paid Parental leave.
- 401(k) with Employer Match.
- 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance.
- Company-Sponsored 529 College Savings Plan.
- Corporate Discounts on Retail, Travel, and Entertainment.
