Technology Support Specialist III

About the role

Onsite in Columbia, SC. 6‑month W2 contract. Job ID #26‑01346.

Responsibilities

• Learn and provide Customer Technical Support for the DEX application.
• Serve as the initial point of contact for customer inquiries.
• Ensure application users have a positive experience.
• Proactively assist stakeholders in achieving desired outcomes from the application.
• Troubleshoot issues and provide clear guidance; document solutions.
• Escalate complex problems.
• Identify recurring issues and collaborate with clinical and product teams to improve product functionality and user experience.
• Contribute to the company knowledge base by creating and updating work instructions, documentation, and FAQs.

Requirements

Education

• Bachelor's degree in Computer Science, Information Technology, or other job‑related degree; OR
• Associate degree in Computer Science, Information Technology, or other job‑related degree; OR
• 2 years of job‑related work experience plus 2 years of technical help desk experience or other job‑related experience.

Experience

• 2 years of technical help desk experience or other job‑related experience.

Technical skills

• Proficient computer skills; ability to navigate commonly used industry applications and systems.
• MS Office proficiency.
• Knowledge of healthcare and diagnostic testing.

Core abilities

• Strong customer service skills.
• Good problem‑solving skills.
• Ability to provide technical advice, guidance, and informal training to customers using hardware and software programs.
• Understanding of technical problems and solutions in relation to the business environment.
• Understanding of the industry's business systems and processes.

Preferred qualifications

• Software development and support experience.
• Application development and user acceptance application testing.
• Customer inquiries handling.
• Healthcare industry experience.
• Molecular diagnostics testing knowledge.
• Billing and coding knowledge.
• A+ certification.

Skills

• Strong customer service skills to comprehend and prioritize end‑user emails and respond based on company knowledge base.
• Ability to search and research company knowledge base (FAQs, articles, the application, team members) to provide timely answers.
• Good manual testing skills (web applications).
• Strong written and verbal communication skills.
• Desire and aptitude to learn new topics including: application development and user acceptance testing, customer inquiries, molecular diagnostics, billing and coding.

Candidates must be authorized to work in the U.S. (U.S. citizens or those with work authorization); sponsorship is not available.

DPP is a certified Woman‑owned Small Business Enterprise (WBE/WOSB) with over 25 years in the staffing industry.