ChartSwap · 23 hours ago
Application Support Specialist Tier 2
United States
Full-time
Remote
Mid Level
3+ years expChartSwap is a company that provides a platform for managing provider client interactions. They are seeking an Application Support Specialist Tier 2 who will provide advanced support, resolve escalated issues, and ensure operational readiness for the ChartSwap platform.
Health CareInformation Technology
Hiring Manager
Carla Garcia
Responsibilities
Respond to escalated support tickets, email or call, ensuring timely and accurate resolution
Investigate problem by replicating issues and capturing detailed documentation
Provide timely resolution or escalation, working with product and engineering teams
Create and assign configuration tasks to the configurations team based on provider account updates, workflow adjustments, and platform needs
Provide clear, professional communication to users regarding issues and resolutions or workarounds
Participate in incident response during outages or major incidents
Maintain internal knowledge base articles and troubleshooting guides
Document root causes and solutions for recurring issues
Communicate all necessary information to clients in a timely manner using the appropriate communication method
Assist clients with product or service-related questions, troubleshooting issues and providing clear instructions
Assemble and distribute reporting to clients, as needed
Collaborate with internal teams (Product, QA, Client Success, Configuration) to resolve platform-related issues and contribute to product improvement
Ensure that client preferences and communications are documented and updated
Notify Manager of any patterns of errors identified in the system or workflow
Maintain detailed documentation of solutions and contribute to the internal and client-facing knowledge base and SOP development
Participate in all scheduled meetings
Excellent time and attendance, ensuring availability during business hours
Manage discrepancy reports to help identify or resolve issues
Other duties as assigned
Qualification
Required
3-5 years of client services experience equivalent technical support, client application services
Strong understanding of platform-based support workflows, including discrepancy resolution and delegation
High detail orientation and strong oral, written, and phone communication skills
Strong computer skills: ability to navigate the internet, use Microsoft office applications and email effectively, and work within case management or ticketing systems such as salesforce
High attention to detail and ability to follow structured workflows
Ability to manage multiple priorities and work collaboratively across departments
Ability to problem-solve with a sense of urgency
Ability to prioritize and meet critical deadlines in a fast-paced environment
Outstanding interpersonal skill with, peers, superiors, customers, and other partners
Ability to handle challenging client interactions
Ability to handle private health information confidentially and in line with company policies and procedures in compliance with HIPAA
Preferred
Industry experience preferred in legal support services, medical record retrieval, or health information management
Company
ChartSwap
ChartSwap is a fast, simple and secure business-to-business (B2B) Health Information Exchange platform – connecting a rapidly expanding network of requestors and providers.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-04-11Acquired
Leadership Team
Nate Kelly
President
Recent News
2023-04-04
Company data provided by crunchbase