Product Support Specialist

As a Product Support Specialist you will be responsible for the organization of registry platform product lifecycle planning and the active management of escalated support requests, including: gathering and prioritizing product and customer requirements, defining the product vision, and working closely with project management, application development, data engineers, and other stakeholders to resolve issues, identifying opportunities for process improvements, and successfully delivering product enhancements. This role will include working closely with the customer support analysts during the onboarding process of new organizations submitting data to the Registry and acts as a second level technical support resource for the software applications used by participants to submit, review and/or collect data.  You will also ensure that the registry platform supports and aligns with the organizations overall strategy and goals.

You will participate in business development meetings to define and translate the registry platform product strategy and roadmap into detailed requirements. The product Support specialist handles working within a cross-functional environment to scope and determine prioritization of new feature requests and for actively managing the defect/issue queue.

You will support the customer onboarding process including support for data mapping activities, data submission methods and approach, test data file submission and live data submission within established service level agreements. You will continuously evaluate the onboarding process and formalize the collection of user feedback and service issues to drive change that improve the overall customer experience.

You will also gather requirements and build plans to adapt the technology to meet business needs.  Works with stakeholders to maintain updated use cases and functional requirements mappings.  Responsible for release management activities including actively working with the technology team and organizational stakeholders managing a schedule of code promotion activities, testing/QA, production deployments and related communication.

Responsible for dealing with more complex technical issues and requests and seeing the issues through to resolution.

Participates in webinars and/or other customer facing engagement meetings to facilitate the sales process, customer onboarding and/or issue resolution activities for existing participants.  Acts as a product evangelist to build internal and external awareness and understanding of the Registry.

Be able to provide regular status reports related to new platform development, bug fixes, feature enhancements, and issue resolution.

Requirements

• 2-5 years of experience working in an application support or product management role
  




• Technical background with experience leading the implementation and ongoing support of a software application(s) for small to enterprise level clients
  




• Demonstrated success defining and launching excellent products
  




• Excellent written and verbal communication skills
  




• Excellent teamwork skills
  




• Proven ability to influence cross-functional teams without formal authority
  




• Knowledge of healthcare industry nomenclature and practices
  




• Demonstrated data analysis and problem-solving skills; knowledge of database concepts such as SQL and data management processes
  




• Knowledge of HIPAA and patient confidentiality practices, policies and procedures
  




• Experience defining reporting requirements and developing reports utilizing tools such as Excel and SalesForce
  




• Demonstrated ability to maintain relationships and provide excellent customer experience
  




• Proven ability to problem solve, multi-task, work independently to resolve issues and take full ownership and accountability for work assignments