Sr. Product Specialist with Application Support Exp. (Remote) - Trenton, NJ (Webcam) - 100% Only locals with valid DL copy

Sr. Product Specialist with Application Support Exp. (Remote) - Trenton, NJ (Webcam) - 100% Only locals with valid DL copy

Posted 1 week ago by 1755086865

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Negotiable
Outside
Remote
USA
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Android (Operating System) Application Development Business Requirements Desktop Support Development Support Digital Communications Help Desk Support Knowledge Base Microsoft 365 Microsoft Office Microsoft Teams Microsoft Windows Mobile Application Development SQL (Programming Language) Technical Support User Information

Summary: The Product Specialist role involves providing Tier 1 support for electronic health record systems within a help desk and application development support team. The position requires strong analytical, communication, and technical skills, with a focus on resolving service requests and collaborating with cross-functional teams. The specialist will ensure that product features align with business requirements while primarily interacting through digital communication channels. Local candidates are preferred for this remote position based in Trenton, NJ.

Key Responsibilities:

  • Provide Tier 1 support for internal applications
  • Serve as the first point of contact for incoming service requests
  • Review and resolve service requests using a knowledge base
  • Gather user information to process service requests efficiently
  • Track and escalate unresolved issues to Tier 2 as needed
  • Provision application access and handle data exceptions
  • Guide users through troubleshooting steps and provide resolutions
  • Close low-level service requests and document activities
  • Conduct periodic reviews of the knowledge base
  • Perform user access audits and user acceptance testing
  • Research changes in healthcare datasets (e.g., pharmacies, hospitals, medications)

Key Skills:

  • Strong analytical and logical thinking
  • Customer support experience
  • Familiarity with healthcare environments, PHI, HIPAA
  • Use of knowledge base and ticketing systems
  • Proficiency in Microsoft Office Suite
  • Tier 1 IT/application troubleshooting
  • Web application user acceptance testing
  • Experience with Windows OS
  • Browser compatibility and dependency troubleshooting
  • Direct customer service experience
  • Bug documentation and lifecycle understanding
  • Basic SQL query writing
  • MAC OS and Android OS familiarity
  • Understanding of application and desktop security
  • Experience with remote desktop support tools
  • General workstation troubleshooting

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Job Title: Product Specialist
Location: Trenton, NJ (Remote)
Duration: Long Term

Note: While this position is remote, the hiring manager prefers local candidates.

Job Overview:

The Product Specialist will be part of a help desk and application development support team, responsible for resolving service requests and providing support for electronic health record systems. The role requires strong analytical, communication, and technical support skills, primarily interacting via email, Microsoft Teams, and occasionally by phone.

This individual will collaborate with business units and cross-functional teams to support product strategies, development, and user training. The specialist ensures that product and application features align with business requirements and specifications.

Key Responsibilities:

  • Provide Tier 1 support for internal applications
  • Serve as the first point of contact for incoming service requests
  • Review and resolve service requests using a knowledge base
  • Gather user information to process service requests efficiently
  • Track and escalate unresolved issues to Tier 2 as needed
  • Provision application access and handle data exceptions
  • Guide users through troubleshooting steps and provide resolutions
  • Close low-level service requests and document activities
  • Conduct periodic reviews of the knowledge base
  • Perform user access audits and user acceptance testing
  • Research changes in healthcare datasets (e.g., pharmacies, hospitals, medications)

Required Skills & Experience:

Skill

Strong analytical and logical thinking

Customer support experience

Familiarity with healthcare environments, PHI, HIPAA

Use of knowledge base and ticketing systems

Proficiency in Microsoft Office Suite

Tier 1 IT/application troubleshooting

Web application user acceptance testing

Experience with Windows OS

Browser compatibility and dependency troubleshooting

Direct customer service experience

Bug documentation and lifecycle understanding

Basic SQL query writing

MAC OS and Android OS familiarity

Understanding of application and desktop security

Experience with remote desktop support tools

General workstation troubleshooting

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