Support Specialist - Birmingham, AL (Remote)

Dragonfly Health - A great place to land 

Dragonfly Health is the leading care-at-home data, technology and service platform, and the industry’s first scale durable medical equipment (DME) and pharmacy solution. Built on a 20-year history, Dragonfly Health uses advanced technology and robust analytics to manage DME and pharmaceutical services as part of a single, efficient solution for caregivers, patients, and their families. We serve over 145,000 patients every day in all 50 states.

Here, you are an integral part of a team that is transforming the future of hospice and post-acute healthcare. This is where innovation, collaboration and compassion thrive, allowing us to carry out our work at the highest level to serve our patients at a time in their life when they need us most.

We offer a dynamic and inclusive workplace where you'll have the unique opportunity to shape the future of healthcare alongside a passionate and talented team. We believe in empowering our employees to grow both personally and professionally, providing ample opportunities for career advancement, continuous learning, and skill development.

Dragonfly Health is our name for a reason.

The dragonfly is symbolic of the transformational impact we’re making on the industry, our people, and the lives we touch. We are a guiding force for what’s ahead, delivering more than equipment and medications, but also comfort and peace of mind. We are agile and adaptable, able to quickly and easily pivot from one point to the next, ready for whatever situation or patient need that arises. 

Whatever it takes. Wherever it takes us. 

What we offer

• Competitive Pay $24.00 per hour
• Comprehensive Benefits Package (Health, Dental, Vision, PTO, Sick Time, 401k w/match, etc.) 
• Growth Opportunity and Career Advancement
• Agile and Adaptable team culture
• Innovative and revolutionary technology solutions
• A higher calling to provide quality patient care

See how Dragonfly Health is transforming the world of hospice and post-acute care.

What you will do

• Responds to both routine and escalated service requests and problems in a customer service-oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems while maintaining the confidentiality of information processed, stored or accessed by internal and external users.

• Plans and implements system configuration for more complex areas of proprietary applications and their integrated systems including: HL7, API, and other core functions necessary to operate DBM and PBM solutions.  This may also include special projects as assigned by IT Leadership.

• Acts as a resource to address escalated calls or issues, provide guidance to peers, and documents break/fix outcomes.

• Facilitates calls for partners and clients, troubleshoots advanced and escalated SaaS system issues including but not limited to new user requests, order issues, maintenance or changes in service.

• Provides web application orientation to internal customers (e.g., employees) and provides technology support which includes but is not limited to mobile devices, hardware, third party applications, proprietary applications, and SaaS.

• Ensures 24-hour technical support is available to internal and external stakeholders by participating in an on call rotation for after-hours support.

• Conducts research on web application products in support of IT procurement and development efforts.  Evaluates and recommends products for purchase.

• May work on special projects as assigned by IT leadership.

• Recognizes problems by identifying abnormalities; reporting violations.

• Protects company’s intellectual property and the privacy of customers’ data.

• Performs other duties as assigned or apparent.

What we look for

• A high school diploma or equivalent is required

• Associate’s degree in computer science or equivalent is preferred

• Technical certifications are strongly preferred

• 1-2 years’ direct customer service experience is required.

• 1-2 years’ experience working in a service desk environment.

• An in-depth knowledge of DBM/PBM application as obtained by two years’ experience in which the incumbent performed the majority of work in said systems. Experience may include but is not limited to performing tasks in said systems such as ordering, billing, procurement and inventory, contract management and vendor management.

• The ability to provide web application and desktop support and basic and complex integrated system support

• Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present compelling solutions, portray professionalism, and instill confidence.

• Incumbents must have a good attention for detail.

• A strong proficiency with business and communications software is required.

• Organizational and time management skills are required as is the ability to perform work with little direction and work on multiple projects simultaneously.  Incumbents must have a good attention for detail and a strong proficiency with business and communications software.

• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks

• The ability to work on multiple projects simultaneously is required.

• Windows OS 10, Server 2012/2016 R2, Standard, Active Directory, MS Office Programs, SCCM 2012, Anti-Virus / Encryption software, Ticket Management systems, Network monitoring, and Digital phone systems/software.

• Lenovo desktops/laptops, HP/Lenovo Servers, Hubs/Switches, Desktop/Mobile phones.

   

Let's soar together