Application support Officer

Application support Officer

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Application Support Specialist - TATSH Platform

Description

Step into a role where technology meets human connection. As our Application Support Specialist, you'll be the vital link between our cutting-edge TATSH business application and the diverse community of users across NEXtCARE Operating Entities and Business Partners. This isn't just about fixing technical issues, it's about empowering people, solving puzzles, and continuously elevating the user experience. You'll work at the intersection of technical expertise and customer excellence, where every interaction is an opportunity to make a difference and drive innovation in healthcare technology support.

What you do

Be the Problem-Solving Hero: Respond swiftly to end-users via email and phone, providing expert technical support for the TATSH applications suite. Transform technical challenges into seamless solutions while keeping users informed and confident throughout the resolution journey.

Master the Art of Prioritization: Identify, evaluate, and prioritize user problems and complaints with precision. Analyze complex technical issues, formulate strategic resolution plans, and leverage all available resources to deliver timely, effective solutions.

Champion Customer Excellence: Demonstrate and promote superior customer service at every touchpoint. Handle inquiries, problems, and complaints with empathy and professionalism, turning frustrated users into satisfied advocates.

Drive Continuous Improvement: Recommend smart enhancements based on support trends, from targeted user training programs to TATSH functionality improvements and comprehensive communication materials. Utilize AI-powered analytics to identify patterns in support requests and proactively suggest system optimizations.

Document & Innovate: Log all help desk interactions meticulously, administer help desk software efficiently, and build a robust IT Knowledge Base. Implement intelligent ticketing systems and explore AI chatbot solutions to enhance first-line support and reduce resolution times.

Escalate with Intelligence: Identify situations requiring urgent attention and route problems to appropriate resources. Track requests systematically, document resolutions comprehensively, and prepare insightful activity reports that drive strategic decisions.

Stay Ahead of the Curve: Keep current with system updates, emerging technologies, and best practices. Participate actively in training programs covering new technologies, procedures, and customer service enhancements.

What you bring

Foundation:

• Bachelor's degree in Computer Science or relevant field (Master's degree is a plus)
• Minimum 3 years in a similar technical support or help desk role
• Fast learner with proven ability to master complex business applications quickly

Technical Expertise:

• Fluency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint; Access is a plus)
• Strong understanding of help desk software and ticketing systems
• Familiarity with AI-powered support tools, chatbot technologies, and automated ticket routing systems
• Knowledge of data analytics for identifying support trends and predictive issue resolution

Your Edge:

• Customer Service DNA: Exceptional customer service orientation with outstanding telephone and email communication skills
• Analytical Powerhouse: Strong problem-solving abilities with the capacity to analyze complex data and suggest innovative resolutions
• Multitasking Maestro: Proven ability to juggle multiple priorities while maintaining attention to detail and meeting deadlines
• Communication Excellence: Fluent in English (oral and written) with the ability to translate technical jargon into user-friendly language
• Stress Resilience: Calm under pressure with excellent stress tolerance and time management skills
• Collaborative Spirit: Strong organizational and leadership skills with a passion for teamwork and knowledge sharing

Behavioral

Competencies:

Customer & Market Excellence: Strive for excellence at every customer touchpoint and foster continuous simplification

Collaborative Leadership: Empower colleagues, exchange best practices, and contribute to team wellbeing

Entrepreneurship: Take ownership, embrace innovation, and act on opportunities to improve processes

Trust & Integrity: Act transparently, honor commitments, and foster diversity and inclusiveness

What we offer

Grow with

Purpose:

Take control of your professional development with extensive training programs, including specialized courses in AI applications for technical support, emerging support technologies, and customer service excellence. Advance your career in a dynamic environment where learning never stops.

Work-Life Harmony: Enjoy flexible hybrid work arrangements and comprehensive work-well programs designed to support your wellbeing and help you thrive both professionally and personally.

Make an Impact: Join a team where your technical expertise directly improves the daily experience of healthcare professionals and partners across multiple…