Application Support Training Specialist

General Summary

Under the direction of the Product and IT Operations Senior Director, the Application Support Training Specialist will provide technical assistance to users of our suite of custom developed applications. This role will answer questions or resolve problems for the organization in person and/or via phone and provide assistance concerning the use of internally and externally used software.

This role will support ExactCare employees, health plan partners, and patients.  Additionally, this role will be responsible for facilitating the training of these custom applications.

Essential Duties & Responsibilities:

• Answer user inquiries regarding custom developed software to resolve problems
• Observe system functioning to verify correct operations and detect errors.
• Test minor updates to applications and communicate changes to appropriate teams
• Managing requests and enhancements using online tools
• Ensuring that systems are fully operational and any loss of service is restored in a timely and efficient manner
• Problem determination, workaround resolution, root cause analysis, major incident management
• Report issues, company updates and requests to overseas development team
• Ability to facilitate training and continuous learning environment specific to custom apps
• Ensure that solution and application support documentation is maintained to the highest quality and accuracy
• Follow standard Help Desk operating procedures; accurately log all Help Desk tickets using the defined tracking software
• Creation and distribution of knowledge and information with other team members and the company

Knowledge, Skills & Abilities:

• Experience with Microsoft desktop and Microsoft based desktop applications.
• Experience with email, chat, and telephone technical support.
• Good understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Exceptional customer service orientation.
• Troubleshooting and problem solving.

Requirements:

• Bachelor’s Degree in IT or related field, preferred.
• 1+ years of related experience regarding troubleshooting skills, and mobile devices.
• 1+ years of related experience UI/UX design and testing.
• Experience with Salesforce, JIRA, Confluence is a plus.

About ExactCare Pharmacy

ExactCare is a health care company that provides solutions to overcome medication-related and chronic care challenges for people with multiple chronic conditions and complex medication regimens. Our focus is simple—helping patients live healthier at home through comprehensive pharmacy-at-home services.

We provide support to Medicare, Medicaid and Special Needs patients. ExactCare’s solutions make it easier and safer for patients to understand and adhere to their daily medication routines—and, ultimately, stay healthier, out of the hospital and at home. We partner with providers and health plans who identify patients in need of our support to improve quality of care and performance on clinical and customer service metrics, while appropriately managing total cost of care.

The environment at ExactCare is exciting, fast-paced and full of opportunity for energetic, highly-motivated and results-driven professionals who want to make a difference in patients’ lives every day!

To put it simply, we love what we do. And that shines through in some of the awards we’ve received for being a fast-growing company that’s a great place to work. This includes being a five-time winner of the Cleveland Plain Dealer Top Workplaces and a three-time winner of the Northcoast 99 list of best places to work for top talent in Northeast Ohio. Other notable achievements include being a five-time winner of the Weatherhead 100 award, including four times as a Centurion award winner; a two-time winner of the Crain’s 52 Fastest Growing Companies; and a six-time winner of a spot on the Inc. 5000 list of Fastest Growing Privately Held Companies in America. 

ExactCare is headquartered in Valley View, Ohio, just south of Cleveland. We offer a competitive salary and comprehensive benefit plan. 

For more information about us, please visit www.exactcarepharmacy.com.