• Review and analyze system specifications • Collaborate with Business Unit and Developers to develop effective strategies and test plans • Execute test cases and analyze results • Create logs to document testing phases and defects • Documenting how features work. • Report bugs and errors to development teams • Help troubleshoot issues • Conduct post-release/ post-implementation testing • Work with cross-functional teams to ensure quality throughout the software development lifecycle • Reviewing and analyzing system specifications • Executing test scripts and reviewing results • Reporting and documenting technical issues • Provide end-user application support (end user support requires access to customer data which includes protected health information) provide Customer Service support as needed via phone and/or email • Proactively assume responsibilities for technical tickets that come in via phone or email from our customers. • Documents technical tickets in the Customer Relationship Management (CRM) software from start to finish including updates and final resolution. • Assess the technical issues and determine whether the issue can be resolved directly or whether the issue must be escalated. • Assess and communicate to internal and external stakeholders the issue, the breadth of impact of the issue, and expected resolution, if or when known, via internal ticketing. • Assume full responsibility for the issue and its resolution, even if escalated and triaged, until issues is fully resolved. • Follow customer service procedures for all operations including, but not limited to, user account management functions • Understands and complies with all company Privacy and Security standards • Light data entry • Other duties as assigned