Application Support Specialist

Who We Are

Machinify is a leading healthcare intelligence company with expertise across the payment continuum, delivering unmatched value, transparency, and efficiency to health plan clients across the country. Deployed by over 60 health plans, including many of the top 20, and representing more than 160 million lives, Machinify brings together a fully configurable and content-rich, AI-powered platform along with best-in-class expertise. We're constantly reimagining what's possible in our industry, creating disruptively simple, powerfully clear ways to maximize financial outcomes and drive down healthcare costs.

Location:This role is full remote.

Position Overview

We seek an energetic and proactive Application Support Specialist to join our dynamic team!In this role, you'll tackle end-user submitted tickets in our production environment, diagnosing and resolving issues with a can-do attitude.As an Application Support Specialist, you will handle inquiries from end users, collaborating with the Operations and Engineering teams to find quick and effective solutions. Strong communication skills will ensure timely and transparent updates to internal teams, clients, and end users.

• Investigate and resolve user-submitted tickets within the production environment.
• Diagnose and directly fix or escalate problems by creating bug tickets if development solutions are necessary.
• Handle inquiries from end users when the application is not working as expected.
• Collaborate with the operations team to find swift resolutions to problems.
• Operate across multiple environments, adapting to each environment's unique nuances.
• Provide timely and transparent updates on progress to internal teams, clients, and end users.
• Manage and prioritize tickets efficiently to address issues within established time frames.
• Maintain attention to detail while navigating a fast-paced work environment.
• Proactively identify inefficiencies within the support processes to reduce dependencies on the Engineering team.

• Background in Help Desk or Customer Service/Call Desk (2 years or more).
  
  
  
  • Experience in providing timely support to customers.
  
  
  
  
• Basic knowledge of building queries in SQL Server Management Studio.
• Strong problem-solving skills:
  
  
  
  • Ability and willingness to work independently or collaborate with different teams.
  • Capable of researching solutions and applying learned knowledge.
  
  
  
  
• Strong communication skills:
  
  
  
  • Ability to effectively communicate technical information to both technical and non-technical stakeholders.
  • Ability to empathize with user issues and provide solutions.
  
  
  
  

• Knowledge of SQL Server Management Studio.

• Familiarity with Jira Service Desk or similar help desk ticketing system.

• Knowledge of the healthcare industry, medical coding, and claims auditing is a plus.

This is an exempt position. The salary range is $80,000 - $95,000 USD

For Salary position only:The salary range is for Base Salary.Compensation will be determined based on several factors including, but not limited to, skill set, years of experience, and the employee's geographic location.

What's in it for you

• PTO, Paid Holidays, and Volunteer Days
• Eligibility for health, vision and dental coverage, 401(k) plan participation with company match, and flexible spending accounts
• Tuition Reimbursement
• Eligibility for company-paid benefits including life insurance, short-term disability, and parental leave.
• Remote and hybrid work options

What values we'll share with you

• Ask why
• Think big
• Be humble
• Optimize for customer impact
• Deliver results
  
  

At Machinify, we're reimagining a simpler way forward. This begins with our employees. We are innovators who value integrity, teamwork, accuracy, and flexibility. We do the right thing, and we listen to the needs of our clients and their members. As tenured experts with unmatched experience, we champion diverse perspectives that help us to better understand and serve our clients.

Our values come to life through our culture. We embrace flexible working arrangements that allow our employees to bring innovation to life in the way that best suits their productivity. We work cross-functionally, abandoning silos, to bring innovative and accurate solutions to market. We invest in each other through ongoing education and team celebrations, and we give back to our communities through dedicating days for volunteering. Together, Machinify is making healthcare work better for everyone, and we're passionate about a future with better outcomes for all.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. Machinify is an employment at will employer. We participate in E-Verify as required by applicable law. In accordance with applicable state laws, we do not inquire about salary history during the recruitment process. If you require a reasonable accommodation to complete any part of the application or recruitment process, please contact our People Operations team atMachinify_Careers@machinify.com. See our Candidate Privacy Notice at:https://www.machinify.com/candidate-privacy-notice/