Product Support Specialist (PST)
American Cybersystems, Inc.

Innova Solutions is immediately hiring for a Product Support Specialist

Position type: Contract
Duration: 12+ months
Location: Remote

Job Description:

Job Title: Software Application Product Support Specialist
Department: Information Services

The ideal candidate will have: 5+ years of experience

JOB OVERVIEW
Our organization is undergoing a major digital transformation initiative. To ensure that staff and constituent users are well-prepared and supported in using the new Cloud | Analytics platform, and adopt new processes, we are seeking a skilled and experienced Product Support Specialist to join our team. You will play a critical role in developing and executing comprehensive user support that effectively helps all end users adopt the new platform in the most efficient way possible.
Under supervision in this role, you will play a vital part in developing and delivering engaging and effective direct technical support for users of ACGME web/software applications. Addresses inquires and troubleshoots potential user issues via chat, email, or phone. Diagnoses and resolves problems with web/software applications. Identifies potential improvements and enhancements to applications.

ESSENTIAL FUNCTIONS AND KEY RESPONSIBILITIES
• Provides technical support for users for various applications (Legacy Accreditation Data System (ADS), Case Logs, Surveys, Milestones) by responding to inquiries from users, troubleshooting access issues, providing subject matter expertise in the specialties supported, and analyzing discrepancies in user reported metrics.
• Communicates with other departments on data conflict resolution issues including User Interface (UI) testing; delivering reports of operating system malfunctions; alerting users of deadlines, responsibilities, and guidelines by which the application operates; following set workflows once initiated by users; updating the system; and ensuring follow-up until resolution is reached.
• Maintains knowledge databases for user interaction with the application, identifies possible improvements as seen by user reported feedback or questions, maintains database of outstanding information, follows-up with users, and updates the system.
• Ensures the maintenance of high-quality data by performing regular quality control reviews and correcting data inconsistencies, reviewing and validating transactions to ensure completeness and accuracy of data submission, working closely with the quality assurance and data analysis teams, and utilizing database and software query tools to assess data
Application Product Support Specialist
Date Created: 01/07/2025
accuracy and investigate discrepancies. • Supports users with the completion of required annual data collection requirements by assessing, designing and providing application training to users.
• Guides program leadership users through the electronic accreditation process including the initial application stage, site visits, and delivery of continued accreditation deliverables including the Resident and Faculty Surveys, bi-annual Milestone evaluations, and Annual Updates reports.
• Provide technical support and serve as the primary point of contact for users regarding single sign-on, application support, troubleshooting, and resolving technical issues.
• Respond to user inquiries regarding data related issues, including discrepancies, missing data, or reporting errors and ensure timely resolution.
• Respond to user inquiries regarding ACGME Cloud navigation and feature offerings.
• Maintain a deep understanding of reporting systems and tools.
• Use Zendesk to manage support tickets, prioritize tasks, and track issue resolution to meet Service Level Agreements (SLAs).
• Diagnose, troubleshoot, and resolve user-reported application errors and performance issues.
• Collaborate with quality assurance, development, analytics, infrastructure & operations teams to escalate complex issues.
• Monitor system performance and user feedback to identify areas for improvement.
• Document common issues, solutions, and troubleshooting steps to improve support processes.
• Train and assist end-users with application functionality and best practices.
• Support software updates, patches, and new release deployments.
• Develop reports and metrics to track support effectiveness and identify trends.

QUALIFICATIONS
Minimum
• Bachelor's degree in computer science, Information Technology, or another related field.
• Demonstrated ability to work closely and cooperatively with physicians, and professional and support staff members in a team setting; must also be a strong individual contributor.
• Three years of relevant work experience in information technology and customer service or support center providing application support and troubleshooting software application issues.
• Proficiency with ticketing systems like Zendesk, Microsoft Teams and Office Suite.

Preferred
• Master's degree in computer science, Information Technology, or another related field.
• Five years of relevant work experience.
• Demonstrated ability to work closely and cooperatively in customer support with physicians, and professional and support staff members in a team setting; must also be a strong individual contributor.

REQUIRED KNOWLEDGE, SKILL SETS, AND ABILITIES
• Aptitude to learn new software quickly.
• Demonstrated competence with commonly used internet browsers, including Microsoft Edge, Mozilla Firefox, Google Chrome, and Apple Safari.
• Excellent written and verbal communication skills.
• Customer service or support center experience.
• Excellent analytical and problem-solving skills.
• Hands-on experience using Zendesk (or similar ticketing systems) for issue tracking and customer communication.
• Strong critical thinking, troubleshooting and problem-solving skills, with the ability to diagnose technical issues across multiple platforms.
• Basic understanding of cloud applications, APIs, and system integrations.
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
• Strong customer service orientation and interpersonal skills.

WORK ENVIRONMENT/CONDITIONS
• This position is remote and situated in a normal home-office environment with no specific or unusual physical or environmental demands.
The ACGME is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. The ACGME welcomes differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, gender identity, or expression status. All applicants who share this goal are encouraged to apply.

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines.
ASK ME HOW.
Thank you!

Mia Harpster
Senior IT Recruiter

PAY RANGE AND BENEFITS:
Pay Range: Between $40-48/hr W2
Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions:
• One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
• ClearlyRated® Client Diamond Award Winner (2020)
• One of the Largest Certified MBE Companies in the NMSDC Network (2022)
• Advanced Tier Services partner with AWS and Gold with MS

Website: https://www.innovasolutions.com/

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.