Software Support Specialist

1 month ago

Dublin, United States quantum-health Full time

Description



Location: This position is located at our Dublin, OH campus with hybrid flexibility.

Who we are
Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

About the role
The Software Support Technician role performs work independently with general supervision and support. This role provides first contact support for all internal applications and works with software engineering to create solutions for application needs. This role provides technical guidance for internal employees and collaboration with Quantum Health vendors. Will work closely with the IT Technical Support Lead to identify both service trends and the need for additional troubleshooting documentation. The Software Support Technician will utilize escalation pathways with other departments, while ensuring that customer issues are addressed and resolved in a timely manner.

What you’ll do


General troubleshooting, support and triage of all internal applications developed by our Application Development team and used by all end-users of the organization

Incident Management delivery meeting established SLAs within Service Now.
Cultivate an extensive network with application development teams, IT operations, and front-line operations
Analysis of Error Logging and root cause identification of software code logic

Participate in software platform testing and the creation of troubleshooting documentation

Major Incident Process support as needed.
Identification of internal application technical knowledge base gaps for the Service Desk and provide documentation to remedy gaps.

All other duties as assigned




What you’ll bring


Associates degree in computer science or related field, or equivalent work experience


1+ year(s) experience with Quantum Health developed Software solutions: This includes but is not limited to PIVIT, TASQ, Smart Benefit Search


1+ Years of POD experience as a PSR is a Plus


1+ year(s) of basic computer experience as a user or in support of PC software installations and support including Microsoft Office applications, Office 365, Windows 10 OS, iOS and Android OS


Demonstrates strong customer service and organizational skills


High technical aptitude




Demonstrates ability to interact in a positive, respectful manner; establish and maintain cooperative working relationships


Ability to work independently and self-direct with limited need for day-to-day supervision

Ability to effectively organize, prioritize tasks; multi-task and manage time.
All job offers are contingent on successful completion of a background and reference check.

Protect and take care of our company and member’s data every day by committing to work within our company ethics, policies and HIPAA regulations.



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#LI-KT1
#LI-Hybrid




What’s in it for you




Compensation: Competitive base and incentive compensation

Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.

Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.


Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.

Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.

Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.

Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more



What you should know



Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite.

Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check.

Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we’re committed to empowering our ERGs, and we’re proud to be an equal opportunity employer .


Tobacco-Free Campus: To further enable the health and wellbeing of our associates and community, Quantum Health maintains a tobacco-free environment. The use of all types of tobacco products is prohibited in all company facilities and on all company grounds.

Compensation Ranges: Compensation details published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate’s unique combination of experience and qualifications related to the position.

Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.

Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.



Reasonable Accommodation: Should you require reasonable accommodation(s) to participate in the application/interview/selection process, or in order to complete the essential duties of the position upon acceptance of a job offer, click here to submit a recruitment accommodation request.


Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of Quantum Health will only contact you from an email address ending in @quantum-health.com. Quantum Health will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.

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