Application Support Specialist

Dossier is a fast-growing technology company looking to solve the inefficiencies in maintaining employee competencies in the healthcare industry through our web-based SaaS solution.

You will provide exceptional customer service and product support and have a significant role in the overall customer experience. We are looking for a bright and passionate Application Support Specialist to be the face of Dossier and will become our clients’ biggest advocate! You will understand the ins and outs of Dossier products and you will delight clients with your wealth of knowledge and unwavering positivity. You will also develop skills for your individual career path based on your interests--whether this lies within Customer Service or in another department within the company.

Essential Duties and Job Responsibilities

• Provide phone and email support; working closely with customers and with internal teams to efficiently resolve any issues that may come up.
• Educate and train customers on how to properly navigate and use the Dossier core software features
• Troubleshoot and diagnose reported problems and work to understand and correct problems.
• Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner.
• Identify, test, and verify issues, providing the development team with clear documentation.
• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives.
• Participate in testing new features and releases.
• Suggest recommendations for product enhancements utilizing data and customer feedback.

Requirements

Candidate will be required work on Eastern Time zone hours.

Qualifications

• A degree in business administration, information systems, computing studies, IT or any other related fields.
• 3+ years experience as an application support analyst or a similar role
• Healthcare software support experience definitely a plus
• Basic knowledge of SQL
• Understanding of other programming languages like Java is a plus

Skills

• Critical thinking
• Excellent verbal and written communication
• Empathy
• Excellent trouble-shooting and problem solving
• Customer Service mindset and focus
• Curious and self-motivated
• Confident and resilient

Benefits

• Work from home
• Unlimited PTO
• Health
• 401K
• Equity/Stock