Profile
We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, *WA, WI & WY only).
Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.
Veterans, Reservists, Guardsmen and military family members are encouraged to apply!
Job Summary
The Application Support Specialist performs technical, administrative, and professional support for TriWest enterprise managed applications, including Medical Management Systems and portal websites using various communication methods including extensive time on the phone. Works in an enterprise application environment that supports TriWest’s internal and external customer groups, including TriWest’s staff, Veteran’s Administration (VA) staff, healthcare providers, and Veterans. TriWest’s internal and external customers are located in 28 states across multiple locations and time zones. The Application Support Specialist demonstrates competent IT literacy around enterprise managed applications and websites. Performs system monitoring of software, general IT support, and preliminary analysis and troubleshooting associated with user challenges in interacting with referenced systems. Solves problems of routine to moderate scope and complexity following established policies and procedures. Identifies the nature and scope of outages along with system impacting events and escalates issues as necessary.
Maintains a user’s perspective and acts as an ambassador for the user, always working to resolve and restore a positive user experience. Critically reviews reports and alerts from application monitoring systems to ensure monitored enterprise applications remain highly available and that system wide issues are quickly escalated for resolution. Documents re-occurring problems and identifies performance trends. Applies general technical expertise in troubleshooting enterprise software applications creating a positive user experience.
Education & Experience
Required:
- High school diploma or G.E.D
- 2+ years of customer support experience in a high volume call center environment
- U.S. Citizenship – if assigned to TRICARE contract
- Must be able to receive a favorable interim and adjudicated final Department of Defense (DoD) background investigation – if assigned to TRICARE contract
- Demonstrated knowledge of Microsoft desktop operating systems, basic computer networking, web browser technologies, end-user system threat profiles, and basic network security
- Experience providing technical instruction to non-technical customers (internal or external)
Preferred
- Associates Degree in Business, Computer Science, Engineering, or related field
- Experience solving application support issues from customers, prioritizing requests, implementing and communicating timely solutions
- Experience using a CRM or similar ticketing system
- 3+ years of technical experience
Key Responsibilities
- Functions as a technical resource for the resolution of routine to moderate enterprise software application issues.
- Provides outstanding customer service to both internal and external user communities, maintaining a positive and proactive demeanor, exhibiting expertise and empathy, and assisting users in resolving reported issues. Interface in a proactive and empathetic manner with internal and external customers who in some cases may be frustrated due to a real or perceived technical issue.
- Consistently follows standard troubleshooting steps to resolve problems. Documents and evaluates incidents and problems on the various enterprise applications.
- Identifies patterns of issues that indicate more significant system issues, and follows the documented escalation procedures in a timely manner.
- Provides targeted training or instruction when applicable to assist in resolution of ongoing user challenges or for new implementations.
- Executes routine tasks and accepts and resolves escalated support issues from end users.
- Receive inbound calls, document, and resolve issues via incident tracking software (75% of the time).
- Work on and resolve open work order via incident tracking software (20% of the time).
- Supports other technical support activities as needed (5% of the time).
- Interfaces with client departments on enterprise software application issues.
- Collaborates with users, vendors, and other TriWest technical staff on problem identification, isolation, and resolution.
- Provide formal or informal knowledge sharing regarding the use of new and existing technologies and processes.
- Assists with testing and verification of new code deployments for enterprise applications (as required).
- Works in a highly secure environment and follows strict security standards and policies during the support of internal and external customer groups.
- Performs other duties as assigned.
Competencies
Coaching / Training / Mentoring: Actively foster actions required for desired business outcomes through ongoing constructive feedback.
Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach.
Independent Thinking / Self-Initiative: Critical thinker with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.
Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.
Team-Building / Team Player: Ability to actively develop and maintain professional relationships with peers and members of related teams. Collaborate actively by both seeking assistance where necessary and offering assistance when able.
Technical Skills: General knowledge of technology impact on business outcomes; general knowledge of Microsoft server principles and support, data communication architectures, design, and support; general ability to analyze, define, and quickly identify technical problems with systems; ability to communicate clearly with non-technical users; current knowledge of personal computers and Internet technologies; familiarity with monitoring, performance analysis, management, software and hardware equipment to troubleshoot, isolate problems, gauge desktop performance, and trace data and protocol activity; advanced knowledge of personal computers, relevant technologies; ability to provide concise directions and instructions over the telephone and face-to-face (ability to converse in both technical and non-technical language).
Working Conditions
Working Conditions
- Availability to work non-standard hours, as needed
- Works within a standard office environment
- Spends extended time on the phone working in a call center environment
Company Overview
Taking Care of Our Nation’s Heroes.
It’s Who We Are. It’s What We Do.
Do you have a passion for serving those who served?
Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!
Our job is to make sure that America’s heroes get connected to health care in the community.
At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.
Benefits
We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:
- Medical, Dental and Vision Coverage
- Generous paid time off
- 401(k) Retirement Savings Plan (with matching)
- Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
- Tuition reimbursement
- Paid volunteer time
*Annual base salary for Colorado, Hawaii, Washington D.C. and Washington State residents: $50,000- $65,000 depending on experience*
Equal Employment Opportunity
TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.
