Production Support Specialist- Remote

Production Support Specialist

Location: can be fully remote or in Chicago, IL

Duration: 6 months with possibility of extension

Job Description

The Production Support Specialist (PSS) is a well-rounded, tech-savvy thinker with a bias towards resolution. The person in the role is responsible for project work associated with product rollout and other similar initiatives. The PSS role entails understanding the intricacies of our fulfillment programs, providing requirements, assisting with documentation of test cases, the setup of forms and variables in the administrative system, and executing tests during UAT.

The Product Support specialist will work with our internal and external partners, and our fulfillment team to ensure seamless communications and roll-outs for our products and services are performing as designed.

This includes but is not limited to the management of vendor print reports; the evaluation and troubleshooting of any reported printing errors; review of complex fulfillment requests escalated by Integrated Client Services team; and frequent correspondence with internal business partners such as Account Managers and Implementation Managers.

Responsibilities

• Understand group insurance regulations related to fulfillment, including situs rules
• Participate in project lifecycle for new product rollouts and regulatory changes
• Assist with UAT of projects as assigned by Manager
• Manage vendor print report log and troubleshoot policy errors
• Draft cover letters for special mailings using Microsoft Word
• Handle duplicate policy requests for complex cases
• Create sample policies for the field
• Audit benefit setup completed by Contract Specialist team when needed
• Handle complex benefit setup for groups with non-standard fulfillment rules when needed
• Organize multiple production issues, customer requests and inquiries from other sources.
• Maintain ownership until resolution of issue.
• Other projects and duties as assigned
  
  

The role requires a high degree of systems thinking, organization, and time management as there are often multiple, competing priorities .

Skills

Excellent written and verbal communication skills, strong team player

Excellent knowledge of MS Suite of products and Adobe Acrobat Pro

Working knowledge of JavaScript

Ability to work independently

Proven ability to learn processes, infrastructure, systems and applications

Ability to operate in a dynamic environment and retain focus on goal achievement