Summary

The Software Support Agent is a part of a talented of a City based innovative software development company that serves the vertical/industry profession. The Software Support Agent provides knowledgeable, timely, and personal assistance to customers with questions about the functionality of the Company Software, Application Software suite, and other Web Applications. Software Support Agents respond to phone, email, and feedback inquiries, provide relevant documentation and troubleshoot inconsistencies in the applications’ behaviors using the Knowledge-Centered Support Methodology.

Additionally, Software Support agents escalate software bugs to Development teams through JIRA and engage training staff with complex workflow and best practice questions. They assist in coordinating software updates and feature deployments and engage technical resources as needed. Software Support Agents participate in root cause analysis as directed and are tasked with keeping management apprised of escalated situations.

Essential Functions:

  • Provide knowledgeable, timely, and personal customer support to our valued customers
  • Respond to phone, email, and feedback requests
  • Troubleshoot inconsistencies in application behaviors
  • Escalate software bugs to development teams
  • Participate the implementation process of new clients
  • Coordinate software updates and deployments
  • Participate in root cause analysis
  • Build and maintain an up-to-date knowledge base resource and help documentation through Knowledge-Centered Support Methodology
  • Participate in interdepartmental projects using the Agile/Scrum Methodology
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all cases
  • Participate in after-hours, on-call, holiday, and emergency coverage

Required Knowledge, Skills & Abilities:

Knowledge:

  • BS degree or equivalent experience
  • Proven working experience in customer service
  • Basic knowledge of Windows operating systems
  • Knowledge of PHI Handling Requirements
  • Mastery of Toolsets
  • Product Knowledge
  • Technical Experience (e.g., translating generic customer statements into technical terms to find root cause)
  • Mastery of PHI Handling Requirements
  • Troubleshooting experience
  • Familiarity with JIRA (tracking new feature defects or customer enhancement request)
  • Working Knowledge of SOP Workflows
  • Working knowledge of Microsoft Excel
  • Working knowledge of points of escalation
  • Mastery of understanding close statuses (e.g. what does each status mean? Proper closure assists with statistical reporting)
  • Working knowledge of importance level (e.g. is this a problem that can wait until the next business day?)
  • A+ Certification preferred
  • Medical coding/billing experience preferred
  • Working knowledge of Knowledge-Centered Support v6 practices preferred
  • Familiarity with 3CX Softphone preferred
  • Mastery of NetSuite and RightAnswers preferred
  • Mastery of understanding app behavior preferred
  • Familiarity with Databases preferred (e.g. understanding where to gather info, and comfortable when handling customer databases)
  • Familiarity with database internals preferred
  • Familiarity with coding syntax preferred
  • Familiarity with server management preferred
  • Familiarity with coding preferred (e.g., a basic understanding of what SQL is used for)
  • Basic understanding of agile methodology preferred

Abilities:

  • Strong problem-solving and troubleshooting skills
  • Excellent written and verbal communication skills
  • Excellent client-facing skills
  • Team-Oriented mindset; possessing a commitment to team success
  • Reliable
  • Time Management skills
  • Follow-through
  • Ability to prioritize
  • Promptness (e.g., responding to clients as quickly as possible)
  • Ability to multi-task
  • Detail-Oriented
  • Accountability
  • Empathy
  • Customer Service skills
  • Sense of urgency
  • Trustworthy
  • Patience
  • Documentation skills; documenting recorded calls while imaging the steps to make the solution easier to understand
  • Ability to follow instructions
  • Ability to recognize customer context; how is the customer using the product in their workflows?
  • Willingness to learn
  • Prioritization skills
  • Consistency: double-checking solutions rather than going from memory to ensure the whole team responds in the same manner
  • Research Skills preferred
  • Ability to be assertive when appropriate preferred
  • Long-term mindset preferred (e.g., solving issues in a proper manner, so when possible, the issue doesn’t arise again)
  • Flexibility preferred
  • Ability to be concise preferred