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Digital Product Support Specialist

Expired Job

American College Of Cardiology Washington , DC 20319

Posted 4 months ago


We are a 52,000-member nonprofit medical society and teaching institute, dedicated to enhancing the lives of cardiovascular patients through continuous quality improvement, patient-centered care, payment innovation and professionalism. We bestow credentials upon cardiovascular specialists who meet our stringent qualifications, provide professional education and operate national registries for the measurement and improvement of quality care. Above all, our commitment to our members and our patients has driven the College to be a leader in the formulation of health policy, standards and guidelines, and a steadfast supporter of cardiovascular research.

Named as one of Modern Healthcare's Best Places to Work in Healthcare for the last three years, we offer satisfying and challenging work that makes a real difference in people's lives. We offer a collaborative environment where the contributions of our team members are recognized and where you can achieve professional growth and personal fulfillment.

Function and Scope:

The Digital Product Support Specialist is responsible for working with the LCMS product manager and the content development teams to provide technical support for the hundreds of digital products that are launched every year within the LCMS. A large key to the success of the products is the ease in which they are able to be consumed by our members as well as the level of support we are able to provide. That support may come using many vehicles including, written directions on the website, hints and tools within the product itself, providing a FAQ sheet with training for the resource center, or providing technical support regarding performance of the product. The primary goal is to provide products and support that exceed our customers' expectations.

Major Duties and Responsibilities:

  • Become a SME on the features and functionality of the digital products that are offered in the Education Division

  • Work closely with the instructional design team to understand the capabilities of the authoring tools

  • Create a workflow and schedule for QA testing of the developed products prior to launch

  • Develop a communication tool to alert IT and Resource center of new products

  • Work closely with ACC's LCMS Product Manager, Member Care, and IT on service tickets and support of educational products and features

  • Identify, troubleshoot, and resolve problems with online product functionality and LCMS configuration.

  • Work with LCMS Product Manager to prepare and assist in testing and implementation of system upgrades or patches, and documenting process, results, and outcomes.

  • Work with Resource Center in managing and resolving support tickets for educational products.

  • Work with ACC IT and external vendors on troubleshooting escalated support tickets for educational products.

  • Troubleshoot technical issues with LCMS third party vendors.

  • Coordinate user acceptance testing and provide quality assurance for new and current LCMS products and features.

Required Qualifications:

  • Bachelor's degree in business, information technology, healthcare, or related field.

  • 3+ years of experience in product support or quality assurance of digital content.

  • Solid technical background understanding of software implementations and architecture and web technologies.

  • Ability to understand education design and outcomes.

  • Experience with data analytics and reporting (Google Analytics, Tableau, etc.).

  • Excellent written and verbal communication skills.

  • An analytical and logical approach to problem solving.

  • Dedication to member service and ability to work well in a team environment with clinicians, executives, contractors, consultants, and other staff.

  • Attention to detail, organization, and ability to work well in a team environment with physicians, executives, contractors, consultants, and other staff.

  • Able to travel 15% of the time.

Desired Qualifications:

  • Proven ability to influence cross-functional teams without formal authority.

  • Ability to bring clarity to ambiguous situations and act decisively.

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Digital Product Support Specialist

Expired Job

American College Of Cardiology