Job Description

The Business Solutions Support Specialist at Healthy Alliance plays a vital role in providing end-user support and ensuring end-user satisfaction through excellent customer service. Collaborating with internal and external stakeholders (such as system vendors), the Business Solutions Support Specialist will work to maintain the usability and effectiveness of business solutions.

Responsibilities and Duties

• Serve as the primary point of contact for end-users, providing technical support for business solutions.
• Manage and maintain ticketing systems to track, prioritize, and document user requests and resolutions.
• Ensure all support requests are addressed within defined service-level agreements (SLAs).
• Troubleshoot problems and escalate issues to the appropriate technical teams.
• Work with internal technical teams and vendors to resolve issues.
• Maintain subject matter expertise to enhance support services and ability to identify issues.
• Offer guidance and training to end-users on best practices and advanced features of business solutions.
• Identify support trends and make recommendations to improve system effectiveness and user satisfaction.
• Support the development and maintenance of training documentation and resources.
• Participate in business solution testing.
• Support day-to-day operations through high quality customer service while responding to inquiries.

This job description is not designed to cover or contain a comprehensive listing of task activities and/or duties that are required of the employee for this job. Responsibilities and activities may change at any time with or without notice.

QUALIFICATIONS

Education

• Associate’s degree in a related field required. Equivalent work experience in a related field may be considered in lieu of degree requirements.
• Continued education certification in a related field a plus.

Professional Work Experience

• 1-3 years of experience in business solutions, systems administration and/or technical support.
• Demonstrated ability to manage multiple inquiries seamlessly and proficiency in using systems to document and follow up on user interactions efficiently.
• Experience with business solutions, including but not limited to, the following preferred.
• Customer relationship management (CRM) platforms (Dynamics 365 Sales is a plus)
• Learning Management Systems
• VOIP and Contact Center Systems (Zoom Contact Center is a plus)
• Referral platforms
• Transportation Management Systems (TMS)
• Electronic Health Records/Case Management Systems
• Revenue Cycle Management systems
• Project management tools
• Form builder tools
• E-signature and contracting tools
• Cloud-based vendor licensed products
• Flowchart & diagramming applications (Visio)
• Experience in health care or social care service industries a plus.

Skills, Knowledge, and Abilities

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint).
• Strong computer literacy with the ability to quickly learn new products.
• Strong attention to detail.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Excellent time management skills.
• Excellent written and verbal communication skills.
• Demonstrates a strong work ethic and desire to learn.
• Strong adaptability and capacity to work in a fast-paced environment with competing demands, organizational changes, and new responsibilities.
• Perform all work in accordance with Healthy Alliance’s Core Competencies and Values.

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