Software Support Specialist - ImagineBilling

ImagineSoftware; Charlotte (NC); On-site; USD 60,000 - 70,000; Full time

Job summary

ImagineSoftware in Charlotte is looking for a motivated Software Support Specialist to enhance client satisfaction through effective communication and problem-solving. This role requires analytical skills and attention to detail, ensuring clients receive optimal solutions for their needs.

The successful candidate will handle client requests via multiple communication channels and be proactive in escalating issues as needed. A background in healthcare is advantageous, while a 4-year degree is preferred. Join us in a supportive work environment focused on innovation!

Qualifications

• Motivated, goal-oriented, and persistent personality.
• Ability to quickly learn and apply new processes and technologies.
• Ability to handle stressful situations and deadlines.

Responsibilities

• Communicate effectively with clients and staff to resolve issues.
• Research and diagnose client system issues.
• Assist clients via phone, email, and ticketing system.

Skills

Analytical skills

Detail-oriented

Excellent verbal and written communication

Proactive approach

Education

4-year degree preferred

Basic SQL skills

Familiarity with healthcare/medical billing terminology

Job description

Job Details

Job Location: Charlotte - Headquarters - Charlotte, NC 28217
Position Type: Full Time
Salary Range: $60,000.00 - $70,000.00 / Salary/year
Software Support Specialist

How this Role Makes an Impact

The Software Support Specialist role is an essential piece to our Imagine team, and we are looking for an analytical problem solver to join us! Our Software Support Specialists build genuine relationships with our clients while providing customized client driven solutions. Each representative will work independently with assigned clients, and we have an on-line ticket queue to manage client requests.

The Imagine team has a reputation for excellence, and we will provide you with the tools needed to succeed in this role. This is an ideal position for someone who craves challenges and is highly motivated to grasp complex software and technical concepts. A medical background is not required but is extremely helpful to immediately make an impact. We are an innovative company that evolves quickly, so come ready to learn at a fast pace!

Essential Duties

• Communicate clearly and effectively with clients, internal staff, and management to resolve issues and ensure customer satisfaction
• Research and diagnose client system issues and identify and execute intelligent solutions to resolve requests
• Assist clients via phone, email, and ticketing system to capture and interpret customer feedback, and clearly document all customer interactions
• Properly escalat... unresolved issues/requests to appropriate internal teams and ensure items are handled in a timely fashion
• Demonstrate a servant leader mindset by focusing on the needs of customers and how you can help them succeed
• Consistently meet department performance metrics related to client support tickets
• Document client request requirements and deliverables in Statements of Work
• Deploy software updates related to the application
• Report to Client Success management, providing regular input on all client activity
• Other duties as assigned

Education and/or Experience Needed

• 4-year degree preferred
• Basic SQL skills preferred
• Familiarity with healthcare/medical billing terminology preferred

Qualifications You Must Have

• Motivated, goal-oriented, and persistent personality
• A personal sense of urgency and willingness to be proactive
• Analytical and inquisitive with a strong attention to detail
• Passion to help others and assist clients with software questions and technical troubleshooting
• Ability to quickly learn and apply new processes and technologies
• Ability to understand and efficiently execute system-related solutions
• Excellent verbal and written communication skills
• Ability to handle stressful situations and deadline pressures well
• Ability to work in a rapidly changing environment
• Work well in a team environment

Employment Type

Full-Time, Non-Exempt

Reporting Structure

Software Support Manager

Work Environment

Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work and overnight travel up to 5%.