Product Support Specialist II

Cor Vel leverages proprietary software to deliver claims management, bill review, and case management services. The Product Support Specialist II provides advanced application support for Cor Vel’s proprietary systems. This role focuses on diagnosing, troubleshooting, and resolving complex application issues while adhering to established policies and procedures.

The Product Support Specialist II works under general supervision, demonstrates strong problem-solving skills, and takes initiative to expand technical knowledge as systems and technologies evolve.

This is a remote position.

• Troubleshoot and resolve application issues submitted through Service Now by field offices and business users, ensuring timely resolution and high user satisfaction
• Provide professional, effective support via Service Now, email, and phone
• Serve as a subject‑matter expert for Cor Vel proprietary applications and Service Now ITSM processes
• Analyze issues to identify root causes and recommend or implement effective solutions
• Participate in post‑release testing and validation for system updates and enhancements
• Create, review, and maintain technical and team documentation
• Collaborate with team members, stakeholders, and technical resources in meetings and working sessions
• Continuously develop skills and knowledge aligned with team and organizational objectives
• Additional duties as assigned

• Working knowledge of SQL, including running and modifying queries required;
  Advanced SQL skills, including writing and optimizing queries with joins preferred
• Strong analytical and critical‑thinking skills with the ability to troubleshoot complex issues
• Excellent customer service and communication skills, with the ability to support users in a fast‑paced environment
• Strong organizational skills, attention to detail, and ability to manage multiple priorities independently
• Proficiency in Microsoft Office (Excel, Word, Teams, Outlook, One Note, SharePoint)
• Willingness to leverage AI tools to improve efficiency and support outcomes required;
  Experience using AI tools in a technical support or operational role preferred
• Demonstrated adaptability, work ethic, and commitment to continuous learning
• Knowledge of claims management, healthcare, or insurance‑related systems preferred

• 3+ years of hands‑on experience supporting software applications required; 5+ years of application support experience preferred
• Experience using ticketing systems such as Service Now, Zendesk, or BMC Helix
• Experience supporting web‑based applications

Cor Vel will not sponsor H1 Visas for this position. Applicants must already have valid, unrestricted work authorization in the U.S.

Cor Vel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job‑related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.

For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.

In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.

Cor Vel, a certified Great Place to Work® Company, is a national provider of industry‑leading risk management solutions for the workers’ compensation, auto, health and disability management industries. Cor Vel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients.

We are a stable and growing company with a strong, supportive culture and…