Customer Support Technician

Customer Support Technician – Florida SHOTS

Overview

We are seeking an experienced Customer Support Technician (Advanced) to support the Florida Department of Health’s immunization information system, Florida SHOTS. This role blends technical support, healthcare systems knowledge, data troubleshooting, and client training, serving as a critical link between healthcare providers and system functionality.

This is a high-impact, client-facing role focused on ensuring data accuracy, system adoption, and seamless provider experience across the state.

Location

Onsite – Tallahassee, FL
(Florida Department of Health, Bureau of Epidemiology)

Key Responsibilities

• Provide daily phone and web-based support to healthcare providers using Florida SHOTS


• Deliver remote training sessions on system functionality and data upload processes


• Guide providers through troubleshooting and system usage best practices

• Support and troubleshoot data uploads and data quality issues


• Monitor provider upload activity and identify gaps or inconsistencies


• Assist with interoperability documentation and processes


• Add and manage new provider sites within the system

• Proactively reach out to delinquent providers to resolve upload issues


• Partner with trainers and implementation teams to ensure successful onboarding and reactivation


• Maintain strong relationships with healthcare organizations and vendor partners

• Track and report on data uploads, provider activity, and support efforts


• Develop monthly reports outlining:
  
  
  
  • Support interactions
  
  
  • Training delivered
  
  
  • Upload performance metrics
  
  
  • Issue resolution outcomes
  
  
  
  


• Participate in weekly and monthly stakeholder meetings

• Work cross-functionally with:
  
  
  
  • Implementation Specialists
  
  
  • Trainers
  
  
  • Field Teams
  
  
  • Department leadership
  
  
  
  


• Contribute to continuous improvement of processes and provider experience

• Ensure strict adherence to
  data security and confidentiality policies


• Handle sensitive healthcare data in compliance with all state requirements

Required Qualifications 

• Associate’s or Bachelor’s degree in:
  
  
  
  • Medical Assisting, Healthcare Technology, or related field
  
  
  
  


• 4+ years of experience in:
  
  
  
  • Immunization Information Systems (IIS), OR
  
  
  • Electronic Health Records (EHR/EMR) systems
  
  
  
  

Knowledge & Skills

• Strong understanding of:
  
  
  
  • Healthcare workflows
  
  
  • Medical practice operations
  
  
  • Billing and EMR systems
  
  
  
  


• Experience delivering remote training via web-based platforms


• Ability to manage multiple clients and priorities simultaneously


• Strong troubleshooting and analytical skills


• Excellent written and verbal communication


• Proficiency in:
  
  
  
  • Microsoft Word, Excel, PowerPoint
  
  
  
  

What Success Looks Like

• Providers consistently uploading accurate, timely data


• Reduced delinquency in data submissions


• High satisfaction from healthcare partners


• Clear, actionable reporting to stakeholders


• Seamless coordination across internal teams

Work Structure

• Long-term engagement (through June 2028)


• Monthly deliverables tied to performance metrics


• Subject to background screening and compliance requirements

Why This Role Matters

This position directly supports public health outcomes across Florida by ensuring immunization data is accurate, accessible, and effectively utilized—impacting providers, patients, and statewide health initiatives.