The Application Support Analyst is a high-energy, dynamic problem solver responsible for providing expert technical product support to clients, as well as troubleshooting complex software application issues quickly and effectively. Duties involve responding to clients promptly and professionally, accurately documenting issues and resolutions, and collaborating with clients and internal employees to solve complex technical problems and ensure a world class customer experience.
Responsibilities:
Provide customer focused product support to Softwriters customers – interacting with end users at all levels
Answer product questions and resolve technical issues daily via phone, email, and/or remote access
Promptly and professionally troubleshoot, diagnose, and resolve software problems and educate users on resolutions Ensure end user needs are met with consistently high quality of service
Research technical issues, error codes & software bugs in a timely manner and follow up directly with the customer offering recommendations, action plans and troubleshooting instructions
Escalate cases when customer satisfaction comes into question
Ensure compliance with Softwriters core values, standards, methodologies, and techniques
Works as part of a high-performing support team to help optimize user experience
Handle technical queries using SQL (MSSQL) and resolve issues related to
Engage appropriate resources to resolve technical issues and update clients on progress toward resolution
Fully document each client issue/resolution
Work on special projects to improve operating efficiency of technical/applications support
Participate in the on-call support rotation and ad hoc evening rotation and off hour projects
Other duties as assigned
Minimum Requirements:
Bachelor’s degree and/or equivalent education as well as experience in a computer, software, or a related field
Experience in troubleshooting software application and work-flow process problems
Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers
Ability to empathize with frustrated customers as well as handle difficult conversations and interactions
High technical aptitude - ability to quickly learn new software, technologies, and skills
Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment
Exceptional critical thinking
Excellent multi-tasking skills
Dependable and proficient attention to detail
Resourceful and able to take ownership of and follow through on client issues until resolution is achieved
Ability to effectively communicate and coordinate with peers and Senior Management when required
Ability to speak effectively in interpersonal situations
Excellent verbal and written communication skills
Strong organizational skills, attention to detail and technical judgment
Availability to work various shifts between 8:30 m. and 8:00 p.m.
Availability to participate in non-business hours on-call rotation (Once every 5-8 weeks)
Preferred Qualifications:
Experience with support team CRMs such as Zendesk, HelpScout, Freshdesk,
Experience supporting software products on Microsoft Windows and/or Server
Experience writing and running SQL statements (MSSQL Syntax preferred)
Retail Pharmacy, Long Term Care Pharmacy, and/or health care experience
Database, Active Directory, RDP, Citrix, IIS, or Network Security management experience
RDP worked with cisco routers an switches and configures via putty. Also have windows and server experience
SoftWriters, Inc. is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran status.
SoftWriters is on a Mission to Save Lives! As a pioneer and market leader in long-term care pharmacy technology, we are proud to develop software and services that pharmacies rely on to deliver superior patient care to the most fragile population in the U.S. We are passionate about building the best company, achieving the #1 Top Workplace designation in Pittsburgh (2019, 2020, 2021). We value quality, cultivating diverse teams, delivering successes and results, collaboration, innovation, thought leadership, integrity, teamwork, and growth.
As we grow in size and complexity, we face some distinct challenges that require outstanding leaders and problem solvers. Our culture and our people are our unique differentiators. If you are seeking to join a growing team and make your mark on our noble mission, then you have come to the right place!