Software Support Specialist

Azalea Health; Atlanta (GA); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

Paid time off

Competitive total rewards

Job summary

Azalea Health in Atlanta is seeking a Software Support Specialist to assist clients across our software applications and to serve as the liaison between clients and Azalea staff.

You will provide timely support, document interactions, participate in testing software upgrades, and collaborate with product teams to resolve issues while growing knowledge of Azalea's offerings.

Qualifications

• High School Diploma or equivalent required; Bachelor's degree preferred.
• Excellent customer service and client relations skills.
• Healthcare or Healthcare IT experience preferred.
• Strong written and verbal communication abilities.
• Proficient with web-based and SaaS applications.

Responsibilities

• Provide continuous software support solutions to Azalea Health customers promptly.
• Interact with customers via face-to-face, web meetings, tickets, email, and phone.
• Maintain clear, concise documentation of all support matters.
• Record all client interactions in designated systems for transparency.
• Manage the help content and support ticketing system.
• Assist testing and implementing software upgrades and coordinate with Development.
• Maintain up-to-date knowledge of Azalea's software products.
• Collaborate with product teams to resolve software issues.
• Upsell current clients and occasionally conduct product demonstrations.

Skills

Customer service

Healthcare IT experience

Verbal & written communication

Web-based SaaS apps

Adaptability

Education

High School Diploma

Bachelor's degree preferred

Tools

CRM systems

Support ticketing system

Client management software

Job description

IN SUMMARY...

The Software Support Specialist supports Azalea's clients on our various software applications and serves as a liaison between our clients and the various departments of Azalea's staff to facilitate a smooth working relationship.

WHAT YOU WILL DO...

• Provide continuous software support solutions to Azalea Health customers in a timely manner
• Interact with customers through multiple platforms Including: face-to-face interactions, web meetings, support ticket updates, and email/phone communications
• Maintain clear, concise documentation of all support matters
• Effectively document and record all aspects of client interactions in the designated client management systems to promote transparency and understanding of software issues
• Manage the help content and support ticketing system
• Assist in testing and implementing software upgrades, as well as any associated communication with the Software Development department
• Maintain current, relevant knowledge of Azalea's software products and services
• Partner with product teams, departments, and functional units to resolve software application issues
• Upsell current clients and occasionally conduct product demonstrations to potential clients

BACKGROUND AND SKILLS YOU WILL BRING...

• High School Diploma or equivalent required. Bachelor's degree in Business, Communications, Operations or related field preferred
• Strong customer service and client relations acumen
• Prior experience in Healthcare or Healthcare IT preferred
• Excellent verbal and written communication skills
• Excellent computer skills with strong proficiency in web-based and SaaS applications
• Flexibility and adaptability; must be able to seamlessly pivot to meet objectives of physicians, practice administrators, and other executives

SUCCESS LOOKS LIKE...

• Being aggressive and taking initiative; we trust you to move the needle forward
• Doing the job; outcomes are just as important as strategy
• Being adaptable and amenable to meet the changes of a dynamic and evolving industry
• Demonstrating humility; partnership and collaboration is who we are and how we operate
• Tapping into your innovative side; conventional is not always correct

HOW WE INVEST IN YOU...

• Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, and life insurance
  • Generous employer sponsored subsidy towards employee's medical insurance premiums
  • Azalea Health covers 100% of the premiums for Life AD&D and Long-Term Disability for all eligible full-time employees
• Balance and flexibility: Simple Paid Time Off (PTO) options. You earn your time, use it as you choose.
• Economic opportunity: Competitive total rewards package that offers competitive pay and advancement opportunities

Azalea Health's EEO Statement

Azalea Health is an Equal Opportunity Employer committed to creating a diverse and inclusive workforce where our employees excel based on merit, qualifications, knowledge, ability, and job performance. We embrace and encourage our employees' differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and any other characteristics protected by federal, state, and local laws that make our employees unique.