Strata Decision Technology · 3 weeks ago
Application and Technical Support Specialist, Axiom Planning and Performance
Chicago, IL
Full-time
Hybrid
Entry, Mid Level
$55K/yr - $85K/yr
2+ years expStratacareers is seeking an Application & Technical Support Specialist to provide technical guidance and support for their product, Axiom. The role involves troubleshooting technical issues, managing customer cases, developing solutions, and collaborating with cross-functional teams to enhance product support.
AccountingAdviceAnalyticsBusiness IntelligenceFinanceFinancial ServicesHospitalSaaSSoftware
Responsibilities
Troubleshoot and resolve moderately complex technical issues independently
Conduct detailed analysis to identify root causes of technical problems
Effectively prioritize and manage cases according to SOP guidelines
Oversee individual backlog and team unassigned cases to maintain workflow efficiency and meet established standards
Develop and implement solutions to prevent recurring issues
Escalate complex issues to higher-level support when necessary
Update and maintain customer records accurately
Document all interactions and transactions with customers in the system
Independently develop and deliver training sessions for customers and internal teams
Collaborate with cross-functional teams and stakeholders to enhance product support
Ensure the secure handling of PHI data (when applicable) in strict compliance with HIPAA regulations and organizational policies
Provide guidance to junior support staff
Qualification
Required
2+ years of product experience with healthcare products in technical support, development, or a consultancy environment
Exposure to or experience with AI platforms, such as ChatGPT, Copilot, or other generative AI tools for content creation, research, or workflow automation
Experience in technical issue resolution and escalation procedures
Proven experience in managing multiple projects with multiple priorities
Proficient knowledge of Microsoft technologies (Office 365)
Customer Focus
Partner with customers to solve issues requiring overall knowledge of the product and the healthcare business
Act as a primary point of contact for customer requests, escalated inquiries and issues related to software products
Empathy: Developing a better understanding of customer needs and concerns; ability to empathize with customers' frustrations and provide reassurance
Attention to Detail: demonstrated accuracy and thoroughness in handling cases and documenting information
Maintain familiarity with CRM systems for issue management
Professional Skills
Team player mentality. A willingness to assist team members with tasks as needed. Openness to receiving guidance and feedback from peers
Initiative & Growth: Exhibit a proactive approach to personal and professional development. Consistently step out of the comfort zone to embrace new challenges and opportunities, achieving measurable year-over-year growth in performance and skills
Self-starter: adopt a proactive mindset to seeking out opportunities for improvement
Confidence: Exhibits knowledge and accountability, such that team and stakeholders believe in your ability
Efficient organization and prioritization of tasks to meet deadlines. Manages a moderate workload with minimal supervision, demonstrating the ability to handle tasks independently and efficiently
Strong written and verbal communication skills – ability to convey information clearly and concisely in both written and spoken formats. Capable of accurately relaying information to customers and colleagues
Knowledge & Troubleshooting
Product Knowledge: Develop and maintain in-depth understanding and knowledge for assigned product areas
Independently support customer queries and issues, leveraging a comprehensive understanding of features and functionalities. Expand ability to handle a wider range of customer queries and issues
Actively contribute to the enhancement of the technical knowledge base and documentation by creating and publishing KCS (Knowledge Centered Support) content. Ensure documentation covers a wide range of issues and solutions and regularly update existing articles to maintain accuracy and relevance
Preferred
Experience with Financial applications, StrataJazz, Axiom, or EPSi is preferred
Experience with a case management tool, Salesforce is preferred
Benefits
Comprehensive benefits package including retirement benefits
Health and welfare benefits
Paid time off
Parental leave
Life and accident insurance
Other voluntary and well-being benefits
Company
Strata Decision Technology
Strata Decision Technology offers financial analytics, business intelligence, and decision support services for the healthcare industry.
201-500 employees
H1B Sponsorship
Strata Decision Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2022 (3)
2021 (5)
2020 (6)
Funding
Current Stage
Growth StageTotal Funding
unknown2015-01-23Acquired
Leadership Team
John Martino
CEO
Liz Kirk
SVP, Strategy & Innovation
Recent News
Strata Decision Technology, L.L.C.
2025-10-23
Fierce Healthcare
2025-10-18
Company data provided by crunchbase