Software Support

Excellent opportunity to learn and grow, your skill and compensation, with a historied and successful healthcare software as a service company.

Successfully work to provide services and products to promote and improve brand recognition to strategically position Practice Pro as the Practice Management/EMR technology of choice for the physical, occupational, pediatric therapy markets served. Duties would include, but not be limited to:
RELATIONSHIPS:
Reports to: Chief Product Officer, and CEO

*direct reports may be changed in the future

Subordinate Staff: No

Other internal contacts: Daily contact with all levels of management and staff

External contacts: Clients, clearinghouses, others as needed or requested

PRIMARY RESPONSIBILITIES:
General
- At all times, ensure Client satisfaction with our services and products
- Timely research and respond to Client inquiries, with empathy and respect
- Maintain accurate/complete Client information within PPro internal systems
- Work effectively with other departments to resolve Client issues
- Works assigned task lists in a timely manner
- Participate in projects or other duties as assigned

Support Level 2
- Receives and responds to, or handles, common requests for service by providing information to enable fulfilment, following company procedures
- Promptly allocates calls as appropriate to alternate support level or management team
- Logs incidents and service requests in support system and maintains relevant records:

- Identifies and classifies incident types and service interruptions
- Records incidents cataloging them by symptom and resolution
- informs users about the process and advises relevant persons of actions taken.
- Other duties as may be assigned

EXPERIENCE AND SKILLS:

- Healthcare and/or healthcare technology/software experience preferred.
- General outpatient rehab knowledge preferred.
- Experience in preparing written Test Cases.
- Experience with automatic testing process.
- Minimum 2 years of experience in Support Level 2 or higher, with SQL, ASP.NET, database structure and similar.
- Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
- Very strong interpersonal and customer service skills.
- Must possess superior organizational skills.
- Expert level written and verbal communication skills.
- Detail oriented, meticulous.
- Demonstrated proactive approaches to problem-solving with strong decision-making capability.
- Highly resourceful team-player, with the ability to also be extremely effective independently.
- Proven ability to handle confidential information with discretion.
- Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment.
- Forward looking thinker, who actively seeks opportunities and proposes solutions.
- Ability to multi-task.
- Use of computers and software programs (EXCEL, WORD, POWERPOINT, TEAMS, ZOOM)

**REQUIREMENTS**:

- Use company provide computer only, for all work activity, store company files and/or source files on a Company-provided repository equivalent of Share-file or OneDrive.
- Required use of 8x8 phone/app for all verbal communications.
- Work with management and clients via Active Collab (AC), Phone, Web Meeting(s) (record for training and posterity and upload to AC). During work hours, be available via Teams, cell phone, Zoom, or other.
- Contractor will use the Office365 cloud-based software, Teams, HubSpot, Active Collab, and Buddy Punch to report and communicate All activities and hours worked, in addition to general communication with the Company staff and management.

Pay: $55,000.00 - $65,000.00 per year

**Benefits**:

- 401(k)
- Health insurance
- Paid time off

Experience level:

- 2 years

Schedule:

- Day shift

Work Location: In person