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    Application Support Specialist - Dallas, United States - Leap Metrics

    Leap Metrics
    Leap Metrics Dallas, United States

    2 weeks ago

    Default job background
    Description
    Hybrid in Dallas; Customer Support Specialist
    Who We Are
    Leap Metrics is headquartered in the Dallas/Fort Worth Metroplex.

    We are a data management, healthcare analytics, and AI-driven care management software company founded to improve health outcomes, lower the cost of care, and assist with regulatory compliance.


    Our healthcare software platform, Sevida, stands for "in the service of human lives." We are on a mission to empower healthcare to know enough to care enough for every life- better.

    We are a company of passionate, experienced technologists, an innovative group of developers, designers, client advocates, and clinicians. Our team has some of the best enterprise software minds in the technology industry.

    To learn more about us, please visit our website at

    Why work for Leap Metrics
    MEANINGFUL MISSION – Empowering health providers to focus on care
    FULFILLMENT – Make an impact by building a meaningful product
    LEADING EDGE TECHNOLOGY – Advance your technical skills by working with the latest and most innovative technology
    COMPANY CULTURE - Team-oriented, collaborative, supportive, innovative
    REMOTE WORK – Work from anywhere in the US


    We are accepting applications for a Healthcare Program Manager position to manage the processes of a product that helps improve healthcare.

    Do you enjoy working with leading-edge technologies?
    Do you want to join a fast-moving, fast-growing, innovative technology team?
    Do you have a passion for products that directly, and positively impact human lives?

    What You Will Do
    Consult with customers to handle inquiries and troubleshoot user training and technical issues with Leap Metrics Sevida platform.
    Monitor Help Desk tickets and respond to customer issues and questions promptly, with a customer service mindset
    Duplicate customer reported issues and log issue detail
    Create tickets in the internal issue tracking system for the engineering team
    Conduct technical platform research for customers and respond via phone/Zoom, email and our internal client support system.
    Accurately document and update customer records based on interactions.
    Develop and maintain a knowledge base of the evolving products and services.
    Create training videos for new product features
    Train customers on Sevida platform
    Assist in testing Sevida solutions
    Participate in product planning meetings
    Meet targets set for response time, resolution time, and customer satisfaction.

    Desired Skills and Requirements
    Bachelor's Degree and/or technical support and technical troubleshooting experience.

    Demonstrable 2+ years previous experience in customer service, customer engagement, IT, or other related fields SaaS/EMR/EHR experience is highly preferred.

    Familiarity with cloud-based deployment models is useful but not required.
    Familiarity with SQL databases is useful but not required.
    Experience using Jira or other similar case management solutions.
    Experience performing User Acceptance and Regression Testing in technical product suites a plus
    Knowledge of healthcare compliance and HIPAA a plus
    Superior verbal and written (documentation) communication skills; ability to clearly communicate with internal team members and customers alike.
    Proven ability to learn new technology quickly and effectively
    Ability to work on multiple client projects/products and technologies concurrently
    Experience working with teams distributed globally

    Self-starter with highly developed critical thinking skills and a demonstrated ability to think creatively and practically when troubleshooting and resolving issues.

    Operates with a sense of urgency and is comfortable working in a fast-paced environment.
    Ability to travel as needed (less than 10%)

    Location
    US only - Dallas/Ft. Worth Metroplex
    US only - Remote considered

    Benefits
    Competitive salary and bonus
    Health insurance
    Paid time off
    Professional development assistance

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