What are the responsibilities and job description for the Product Support Specialist position at Deseret Mutual Benefit Administrators (DMBA)?
DMBA (Deseret Mutual Benefit Administrators) is a non-profit organization that administers benefits for companies who are owned or affiliated with The Church of Jesus Christ of Latter-day Saints.
We are seeking a Product Support Specialist in our Missionary Medical Department to ensure a positive user experience during new system implementations, upgrades, and ongoing operations. This role is responsible for providing help desk support, user security maintenance, and technical assistance for both internal and external applications.
Key Responsibilities
We are seeking a Product Support Specialist in our Missionary Medical Department to ensure a positive user experience during new system implementations, upgrades, and ongoing operations. This role is responsible for providing help desk support, user security maintenance, and technical assistance for both internal and external applications.
Key Responsibilities
- Deliver expert-level help desk support via phone, email, and ticketing systems for technical issues related to Missionary Medical applications and systems.
- Provide hands-on support and training to end users during new system implementations and upgrades, ensuring smooth transitions and minimal disruption.
- Develop and maintain training and support materials for both internal and external users.
- Manage user access and security for applications, including onboarding, offboarding, and permissions changes.
- Participate as a member of the Product and Projects Team, representing the end user perspective and helping to distinguish between training and development issues.
- Troubleshoot and resolve technical issues, escalating complex problems as needed.
- Maintain up-to-date knowledge of supported systems, applications, and best practices.
- Track and document support requests, resolutions, and user feedback to drive continuous improvement.
- Strong desire to help others and a commitment to excellent customer service.
- Excellent interpersonal and communication skills; able to work effectively with users of varying technical backgrounds.
- Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint), Outlook, and common help desk tools. Technologically adept and quick to learn new systems.
- Ability to present technical information clearly to both technical and non-technical audiences.
- Strong critical thinking, problem-solving, and troubleshooting skills.
- Highly organized, detail-oriented, and able to manage multiple priorities under pressure.
- Bachelor's degree, preferably in business, healthcare or technology
- Experience working in a business environment and providing technical support
- Experience supporting system implementations and upgrades is highly desirable.
- Familiarity with missionary culture and organizational structures; experience with The Church of Jesus Christ of Latter-day Saints' missionary programs.
- Competitive pay
- Rich medical, vision and dental benefits with low premiums. One of the top health plans in Utah
- Rich retirement planning: including 401(k) company match, 8% EDRC Employer Discretionary Retirement Contribution (we just give you free money for retirement), life insurance, and full service Financial Planners onsite at no cost
- Generous paid leave plan that starts accruing your first day, your birthday off, additional sick leave and 12 paid holidays
- Award winning wellness program with health coaching, ability to earn 3 additional days off a year, fun activities and an onsite gym.
- Tuition reimbursement
- Career development through company sponsored programs and over 5000 on-demand online training courses.
- Hybrid work schedules available depending on position
- Employee Assistance Program