Application and Technical Support Specialist, Planning Performance Management at Strata Decision Technology

Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

2+ years of product experience OR relevant work with Healthcare products in technical support, development, or a consultancy environment
Proficient knowledge of Microsoft technologies (Office 365)
Experience in technical issue resolution and escalation procedures
Proven experience in managing multiple projects with multiple priorities
Proficient with SQL scripts to perform troubleshooting
Experience with Financial applications, StrataJazz, Axiom, or EPSi (preferred)
Experience with a case management tool, Salesforce (preferred)
Proficiency with Tableau or similar data visualization tools (preferred)
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
Team player mentality: willingness to assist team members with tasks as needed; openness to receiving guidance and feedback from peers
Initiative & Growth: 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
Product Knowledge: develop and maintain in-depth understanding and knowledge for assigned product areas

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

Skills

SQL

Office 365

Salesforce

StrataJazz

Axiom

EPSi

HIPAA

Troubleshooting

Case Management

Strata Decision Technology

Financial planning and analytics software provider

About Strata Decision Technology

Strata Decision Technology provides financial planning, analytics, and performance management software primarily for the healthcare sector. Their main product, StrataJazz, is a platform that assists organizations with budgeting, forecasting, and cost accounting. It helps clients make informed financial decisions, improve operational efficiency, and reduce costs, particularly in the challenging financial landscape of healthcare. Strata stands out from competitors by focusing specifically on the unique financial needs of hospitals and healthcare systems, leveraging insights from a large user community to enhance their solutions. The company's goal is to support organizations in achieving better financial outcomes, ultimately impacting patient care and sustainability.

Chicago, IllinoisHeadquarters

1996Year Founded

ACQUISITIONCompany Stage

Consulting, Enterprise Software, HealthcareIndustries

201-500Employees

Benefits

Hybrid Work Options

Flexible Work Hours

Performance Bonus

Risks

Decline in bariatric surgeries may reduce demand for Strata's analytics solutions.

Rising drug and supply costs could lead to budget cuts affecting Strata's software.

Integration with Syntellis may pose challenges and disrupt service delivery.

Differentiation

Strata offers SaaS solutions tailored for healthcare financial analytics and decision support.

StrataJazz platform excels in budgeting, forecasting, and cost accounting for healthcare.

Strata's 18-year history ensures top-rated customer satisfaction in healthcare IT.

Upsides

Integration with Syntellis enhances Strata's insights and accelerates innovation.

Rising AI adoption in finance offers Strata opportunities to expand analytics solutions.

Two-Midnight Rule expansion may increase demand for Strata's financial planning tools.

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