Senior Application & Technical Support Specialist

Senior Application & Technical Support Specialist

Chicago, IL

As a Senior Application & Technical Support Specialist, you will provide technical guidance and support to our customers for our healthcare decision support product, Axiom. You should be highly motivated and enjoy finding creative solutions to challenging problems.

• Troubleshoot and resolve advanced and complex technical issues independently. Lead root cause analysis and implement long-term solutions.
• Serve as an escalation point for complex client issues and guide team members.
• Escalate unresolved issues to higher-level support when necessary.
• Effectively prioritize and manage cases according to SOP guidelines; oversee individual backlog and unassigned cases to maintain workflow efficiency.
• Update and maintain customer records accurately; document all interactions in the system.
• Develop and deliver training sessions for customers and internal teams.
• Collaborate with cross-functional teams to enhance product support, improve reliability, and implement process improvements.
• Ensure secure handling of PHI data in strict compliance with HIPAA regulations.
• Act as a mentor for the team, guiding junior staff to become knowledge leaders.

• 4+ years of product experience or relevant work with healthcare products in technical support, development, or consultancy.
• Strong understanding of Healthcare Costing.
• Experience with Axiom Financial/Decision Support application.
• Proficient knowledge of Microsoft technologies, especially Excel.
• Working knowledge of SQL.
• Experience in technical issue resolution and escalation procedures.
• Proven ability to manage multiple projects with competing priorities.
• Experience with a case management tool;
  Salesforce experience is a plus.
• Proficiency with Tableau or similar data visualization tools is a plus.

$75,000–$90,000. Actual salary is based on skill set and experience. Strata also provides discretionary variable pay programs and a comprehensive benefits package including retirement, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well‑being benefits.

The preferred location for this role is Chicago, IL, or St. Louis, MO. We value time spent together at our campuses in both cities. This is a hybrid role that allows flexibility to work from home.

As set forth in Strata Decision Technology’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Research shows that women and underrepresented groups tend to apply to jobs only when they check every box. If you’re hesitating, we encourage you to apply! A passion for making an impact is just as important as work experience.

We foster a culture of inclusion, equity, and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity, or national origin.