Software Support Specialist

OP RaaS; New Orleans (LA); On-site; USD 52,000 - 76,000; Full time

Job summary

OP RaaS seeks a Software Support Specialist to assist end users of our healthcare software platform. You will field support requests and troubleshoot issues over phone and electronic channels.

You will reference technical documentation, escalate to senior analysts as needed, and provide guidance to keep clients running smoothly. Strong communication and organizational skills are required to work independently within a team.

Qualifications

• Experience in IT or technical support.
• Ability to build rapport with clients and communicate clearly.
• Strong troubleshooting and critical thinking skills.
• Positive and professional demeanor; Bachelor’s degree preferred; proficient with Office and HubSpot.

Responsibilities

• Help customers troubleshoot issues they encounter while using our software and provide actionable tips to resolve the problem.
• Send technical documentation to customers as needed.
• Refer difficult cases to a senior analyst or support tech.
• Make recommendations for customers whose machines cannot support the software.
• Provide technical assistance with computer hardware and software.
• Resolve issues for clients via phone or electronically.
• Refer software defects to our development team.
• Track customer issues and resolutions.

Skills

IT support

Rapport with clients

Troubleshooting

Communication skills

Time management

Phone etiquette

Team collaboration

Education

Bachelor's degree preferred

Tools

HubSpot

Microsoft Office

Job description

Job summary:

A Software Support Specialist supports end users of Watershed’s proprietary software platform by fielding support requests and answering phone calls from users to troubleshoot problems that they are experiencing in the system. Our team members have the opportunity to help people feel better and live longer while working on the cutting edge of healthcare technology.

Minimum Required Qualifications:

• Previous experience in IT or technical support
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• Bachelor’s degree preferred
• Technology proficient, including Microsoft Office and HubSpot
• Outstanding communication skills and comfortable speaking to groups
• Excellent organizational and time-management abilities

Essential Job Responsibilities:

• Help customers troubleshoot issues they encounter while using our software and provide actionable tips to resolve the problem
• Send technical documentation to customers as needed
• Refer difficult cases to a senior analyst or support tech
• Make recommendations for customers whose machines cannot support the software
• Provide technical assistance with computer hardware and software
• Resolve issues for clients via phone or electronically
• Refer software defects to our development team
• Track customer issues and resolutions

Skills:

Excellent telephone etiquette; strong oral and written communication skills; flexibility in changing priorities; comfortable with being independent; ability to work with peers in a team situation;