CHRISTUS is powered by people and by software. It is crucial to our organization that Associates and software work together seamlessly, to drive operational efficiency, ensure productivity, and manage costs. This position will be responsible for supporting our digital presence and people technology strategy. By joining this new team, you will have the opportunity to help create and build a world class experiences at CHRISTUS. The HR Product Specialist provides Tier II Product Support. The Specialist assumes ownership of support cases and follows through until the case has been closed or reassigned to another individual or department. If a question cannot be immediately answered, the Specialist is expected to use available material resources and/or consult with the Product or IS Teams to advance the resolution of the issue in a timely manner. Advanced product knowledge, good problem-solving skills and excellent customer service are required for this position. The support responsibilities described above will take up about 60% of the Specialist's time. In addition, the Specialist will engage in activities such as product testing, development of knowledge articles/support materials or participate in company events such as product launches.
Track issues through a ticket queue and ensure prompt resolution within the established SLA
Perform routine administrative tasks for products based on access level
Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to customers
Directing customers to available resources such as online help, knowledge base articles, and customer training materials
Provide product training and troubleshooting as needed for end user support
Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
Escalating suspected software defects to a product manager with well documented notes on troubleshooting performed.
Provide support to the Product Team for new product implementations, product, developments and existing product enhancements
Identify areas for process improvement and coordinate with product manager on these initiatives
Analyze customer suggestions/feedback/issues and recommend product revision/enhancements to product team
Route customer requests to the appropriate internal teams
Provide support for multiple product lines
Bachelor's Degree in Educational Technology or similar from an accredited university or college, or a minimum of 1-3 years of relevant work experience
Service oriented focus and ability to work as part of a fast paced, high performance team
Strong verbal and written communication skills as well as interpersonal skills
Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines
Excellent decision making, analytical, and customer services skills
Ability to prioritize multiple requests based on business need and impact
Excellent customer service
Flexibility to pivot to a variety of tasks/projects easily
Familiarity with API and SFTP connections (preferred)
Knowledge of web-based applications and administration (preferred)
Process excellence certifications a plus (LEAN, Six Sigma, Agile etc.).
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.