Software Support Specialist I

2 weeks ago

Minneapolis, MN, United States MatrixCare Full time

Join Our Team as a Software Support Specialist I

We are excited to offer a full-time opportunity for a motivated individual to join our Customer Service Department as a Software Support Specialist I. Reporting to the Support Manager, you will receive specialized training in our products and the healthcare industry. If you are customer-focused and possess strong analytical skills to identify the root cause of issues, we want you on our team

Shift: 9am to 6pm EST

Your Responsibilities:

  • Offer exceptional software support to clients and customers using MatrixCare and other supporting products through incoming/outbound calls and Salesforce helpdesk tickets.
  • Engage with customers to effectively troubleshoot and resolve issues that may not have predefined solutions.
  • Conduct basic to advanced troubleshooting and problem replication to identify the underlying cause of reported problems.
  • Leverage experience, knowledge base, user guides, and internal resources to resolve application and technical issues.
  • Utilize critical thinking, strong research abilities, and analytical skills in a fast-paced, collaborative environment.
  • Contribute to maintaining and enhancing our knowledge base as a primary resource.
  • Escalate issues to second-tier analysts based on established support protocols.
  • Complete assigned tasks, including testing reported problems, webinars, and mentoring.
  • Communicate proactively with clients regarding common issues identified in support.
  • Contribute to achieving monthly team goals.
  • Engage in paid after-hours on-call rotation.

Qualifications and Experience:

  • Outstanding customer service skills.
  • Strong problem-solving and prioritization capabilities.
  • Excellent verbal and written communication skills.
  • Basic computer proficiency.
  • Ability to thrive in a team environment.
  • Proficient at multitasking.
  • Familiarity with software support methodologies and/or the post-acute healthcare industry is preferred.
  • Experience in home health or clinical settings is a plus.
  • Bachelor's Degree or equivalent work experience.
  • Capable of solving clinical problems using innovative home health software.
  • One to two years of experience in software support is advantageous.
  • Prior helpdesk experience is a bonus.

Why Choose ResMed?

At ResMed, we are committed to shaping the future of healthcare and fostering a culture that promotes personal and professional growth. We offer a comprehensive benefits package for employees working 30 hours or more per week, including medical, vision, dental, life, disability insurance, and more. Enjoy 15 days of Paid Time Off (PTO) in your first year, 11 paid holidays, and ample caregiver leave.

Our compensation is competitive, with individual pay based on geographic location, qualifications, experience, and skills. The estimated pay range for this position is $20.00/hr - $33.69/hr.

If you're ready to take the next step in your career and make a positive impact in the healthcare industry, apply now We value diversity and inclusion and encourage individual expression in the workplace. Join us in creating a healthier world

We are committed to responding to every applicant.

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