Technical Support Specialist

MARA (Milliman Advanced Risk Adjusters) is a platform-independent software product that fuels population health analytics and helps customers implement financial decisions, payment arrangements, and care support programs with confidence. MARA is at the heart of today's leading population healthcare analytics platforms. It provides patient risk insight using administrative claims data, data from electronic medical records, and other data sources. Available since 2009, today MARA supports more than 300 healthcare organizations. Government healthcare programs, not-for-profits, mutuals, and for-profit health plans and healthcare providers rely on MARA models to evaluate risk for financial and medical management applications.

Role Description

The Technical Support Specialist will work closely with external clients, Milliman consultants and the entire MARA product development, QA and Client Services teams. The primary role of the Technical Support Specialist is to review incoming technical requests, provide troubleshooting, provide software license key distribution, software version management for download access, software installation support, assist in testing and write technical documentation for client facing guides and presentations.

Responsibilities

• Provide the following first line support for all technical requests:


• Prioritization of the request
• Support for the customer by attempting to resolve the issue through existing documentation, research of past requests, or other means.
• Work with account managers in scheduling calls for troubleshooting using Microsoft Teams and screen shares when documentation can't support the particular issue or the client needs extra assistance.
• Ability to understand the environment in which the client is running and know how the MARA product interacts with various files and platforms.
• Communicate effectively and know when to escalate and most importantly keep the rest of the Client Services team apprised of any communications so that SLAs can be tracked and exceeded.


• Contribute to the creation as well as ongoing maintenance of technical FAQs, User Guides, presentations and other documentation.
• Ensure compliance with all system security requirements and MARA product group quality processes.
• Participate on sales calls and client implementations where technical expertise is required.

Professional Qualifications

• Bachelor of Science degree in Computer Science, Analytics, Math or related discipline.
• 1-2 years of experience in a client facing role that includes technical support.
• Customer-centric approach to finding solutions
• Troubleshooting experience in a rapidly changing environment
• Able to learn new concepts and adapt quickly to an existing, complex environment
• Enjoys digging deep to uncover information and discover a solution
• Excellent collaboration skills to work with team members in resolving issues

Attributes

• Self-directed, ability to assess a need, research the situation, and present a resolution. Must take ownership of a task and ensure it is resolved while following proper review channels, quality management, and escalation, when appropriate.
• Must be extremely comfortable speaking with colleagues and external clients at all organizational levels. This is a high pressure, sometimes demanding environment. Must exhibit calm demeanor and maintain professionalism at all times.
• Meticulous attention to detail, including documentation of issues, testing and resolution.
• Highly skilled at prioritizing multiple concurrent tasks, such as projects in different phases and internal research requests
• Ability to understand, communicate and create training materials for audiences that are both technical and non-technical.
• Demonstrate ability to quickly learn new concepts and software
• Understand how one person's tasks and responsibilities are related to other roles, departments, and within the overall business
• Adapt to the needs of the business, and take on additional responsibilities, as assigned

Preferred

• Experience in environments subject to HIPAA and/or PCI regulations
• Knowledge of healthcare code sets; such as, ICD codes, NDC codes, revenue codes, administrative claims data.
• General knowledge of software installation environments including Unix, Linux, Microsoft. A basic knowledge of leveraging tools for data management, such as .NET and Java APIs for basic client support. Advanced client data management - Apache SPARK, DataFrame, Schema and Databricks.
• Demonstrated expertise using Microsoft Power BI to build report templates and dashboard
• Some experience using product lifecycle tools such as Atlassian-JIRA, Confluence, and FreshDesk client ticketing system,
• Experience providing telephone and web-based support to assist installation and troubleshooting data preparations in batch, or API approaches. Familiarity with Microsoft Teams, Zoom, GoToMeeting for software installed at client site.

Milliman Benefits

At Milliman, we focus on creating an environment that recognizes - and meets - the personal and professional needs of the individual and their family. We offer competitive benefits which include the following based on plan eligibility:

• Medical, dental and vision coverage
• Profit Sharing
• 401(k) Retirement Plan
• Paid Time Off (PTO)
• Milliman paid life insurance, AD&D, Short Term and Long Term Disability
• Flexible and Health Savings Accounts
• Pre-tax commuter and transportation benefits
• Employee Assistance Program
• Adoption assistance
• Paid Parental Leave

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)