Support Specialist

Dragonfly Health

Responds to service requests and problems as part of the customer service team at Dragonfly Health. Managing complex software system issues and providing technical support.

Posted 5/22/2026full-timeRemote • Alabama • 🇺🇸 United StatesJuniorMid-Level💰 $24 per hourWebsite

About the role

Key responsibilities & impact

Responds to both routine and escalated service requests and problems in a customer service-oriented manner.
Promptly acknowledges, prioritizes, tracks and documents service requests and problems.
Plans and implements system configuration for more complex areas of proprietary applications and their integrated systems.
Acts as a resource to address escalated calls or issues.
Facilitates calls for partners and clients, troubleshoots advanced and escalated SaaS system issues.
Provides web application orientation to internal customers and provides technology support.
Ensures 24-hour technical support is available to internal and external stakeholders by participating in an on call rotation for after-hours support.
Conducts research on web application products in support of IT procurement and development efforts.
Protects company’s intellectual property and the privacy of customers’ data.
Performs other duties as assigned or apparent.

Requirements

What you’ll need

A high school diploma or equivalent is required
Associate’s degree in computer science or equivalent is preferred
Technical certifications are strongly preferred
1-2 years’ direct customer service experience is required.
1-2 years’ experience working in a service desk environment.
An in-depth knowledge of DBM/PBM application as obtained by two years’ experience in which the incumbent performed the majority of work in said systems.
Experience may include but is not limited to performing tasks in said systems such as ordering, billing, procurement and inventory, contract management and vendor management.
The ability to provide web application and desktop support and basic and complex integrated system support
Excellent communication, presentation and interpersonal skills are required
Incumbents must have a good attention for detail.
A strong proficiency with business and communications software is required.
Organizational and time management skills are required
The ability to work on multiple projects simultaneously is required.
The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required.
Windows OS 10, Server 2012/2016 R2, Standard, Active Directory, MS Office Programs, SCCM 2012, Anti-Virus / Encryption software, Ticket Management systems, Network monitoring, and Digital phone systems/software.

Benefits

Comp & perks

Competitive Pay $24.00 per hour
Comprehensive Benefits Package (Health, Dental, Vision, PTO, Sick Time, 401k w/match, etc.)
Growth Opportunity and Career Advancement
Agile and Adaptable team culture
Innovative and revolutionary technology solutions
A higher calling to provide quality patient care

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceservice desk experienceDBM applicationPBM applicationweb application supportdesktop supportintegrated system supportprocurementbillingcontract management

Soft Skills

communication skillspresentation skillsinterpersonal skillsattention to detailorganizational skillstime management skillsproactiveself-directeddecision-makingability to multitask

Certifications

high school diplomaassociate's degree in computer sciencetechnical certifications