Support Specialist

<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><span style="font-size:10.5pt;white-space:pre-wrap;">The</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">Janus Support Specialist</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">delivers high-quality support for both customers and internal teams. This role is ideal for someone who is investigative, detail-oriented, and comfortable working across technical systems, workflows, and data. </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><span style="font-size:10.5pt;white-space:pre-wrap;">As a Support Specialist, you will own issues from intake through resolution—partnering closely with Product, Engineering, and Customer teams to diagnose problems,</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">validate</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">findings, and drive</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">accurate</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">outcomes. You will balance strong customer communication with hands-on troubleshooting, including reviewing data, reproducing issues, and</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">identifying</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">root causes. </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><b><strong style="font-size:10.5pt;white-space:pre-wrap;">Location:</strong></b><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">Remote (preference for Mountain or Pacific Time Zone) </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><span style="font-size:10.5pt;white-space:pre-wrap;"> </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><b><strong style="font-size:10.5pt;white-space:pre-wrap;">Key Responsibilities</strong></b><span style="color:windowtext;font-size:10.5pt;white-space:pre-wrap;"> </span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Investigate and troubleshoot issues across workflows, system behavior, integrations, and underlying data </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Own support tickets end-to-end, including triage, prioritization, investigation, and resolution </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Communicate clearly and professionally with customers and internal stakeholders, providing</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">timely</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">updates and context </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Gather details, reproduce issues when possible, and document findings to support root cause analysis </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Use SQL, reporting tools, or system data to</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">validate</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">behavior and support investigations </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Partner with Product, Engineering, Implementation, and Customer teams to escalate issues and drive resolution </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Support internal teams by investigating product questions, unexpected behaviors, and operational issues </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Maintain high-quality ticket management, including documentation, follow-through, and SLA adherence </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Identify</span><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">patterns or recurring issues and recommend process, documentation, or product improvements </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Contribute to internal documentation and knowledge base content </span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><span style="font-size:10.5pt;white-space:pre-wrap;"> </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:left;"=""><b><strong style="font-size:10.5pt;white-space:pre-wrap;">Qualifications</strong></b><span style="color:windowtext;font-size:10.5pt;white-space:pre-wrap;"> </span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">2+ years of experience in customer support, technical support, or operational support roles </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Experience in</span><span style="white-space:pre-wrap;"> </span><b><strong style="font-size:10.5pt;white-space:pre-wrap;">healthcare revenue cycle management</strong></b><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">(e.g., claims, eligibility, prior authorizations, billing workflows) preferred </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Strong investigative and problem-solving skills, with the ability to connect issues across systems, workflows, and data </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Experience working in a</span><span style="white-space:pre-wrap;"> </span><b><strong style="font-size:10.5pt;white-space:pre-wrap;">ticketing system</strong></b><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">such as Zendesk, Jira, Salesforce, or similar </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Exposure to</span><span style="white-space:pre-wrap;"> </span><b><strong style="font-size:10.5pt;white-space:pre-wrap;">SQL</strong></b><span style="white-space:pre-wrap;"> </span><span style="font-size:10.5pt;white-space:pre-wrap;">or the ability to use basic queries for troubleshooting and validation </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Strong written and verbal communication skills, including explaining technical findings to non-technical audiences </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Highly organized with strong attention to detail and ability to manage multiple priorities </span></li></ul><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="font-size:10.5pt;white-space:pre-wrap;">Comfortable working cross-functionally in a fast-paced environment </span></li></ul>