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Production Support Specialist

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Customer Service
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196853 Requisition #

At Experian Health, our employees have the opportunity to shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

 

The Scripting/Production Support Specialist will work with the Scripting Development team and Experian Health Customer Support to streamline and manage the transition of requests from Cases to Engineering Requests. The Support Specialist will work with Customer Support and with clients to determine how to best resolve issues and will use the information gathered in that process to communicate the engineering requirements to the Development Team.

 

The Support Specialist will work with Client Services to create and manage JIRA tickets to plan work tasks for the Developers and help to guide the Production Support process.

 

The Support Specialist will work with the Scripting Development team to make sure that every Engineering ticket opened has sufficient and accurate detail so that it can be worked correctly on the first attempt.  They will also work to resolve any issues that can be resolved by updating configuration settings and not application code updates.

 

The Support Specialist will also work on some Operations tasks, specifically on monitoring and management of production servers and development sandbox devices.


Major Job Functions:

  • Serves as Production Support Specialist for Scripting implementations
  • Coordinate with Experian Customer Support to review and advise on business and technical requirements for Production support and enhancements
  • Client interaction will be based on either Meeting invitations from colleagues in Customer Support or Account Management, or on email responses to client submitted tickets.

Key Requirements:

  • 2 years’ experience in a Customer Support role
  • Must be able to communicate ideas and analysis results effectively both verbally and in writing to both a technical and non-technical audience
  • Advanced oral and written English communication skills.
  • Good organizational and issue management skills.
  • Good customer service skills.
  • Good analytical and problem-solving skills.
  • Ability to work independently or as part of a team.
  • Ability to manage changing priorities
  • Basic knowledge of computer systems, networks and cloud-based technology
  • Basic understanding of systems capabilities, software platforms and processes.
  • Basic knowledge of PC office software tools.
  • Any experience using SQL queries and stored procedures is a plus
  • Healthcare industry revenue cycle experience is a plus
  • Must be able to clear the company’s pre-employment screening
 

Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner. The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.


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