Software Support Specialist

The Software Support Specialist will triage incoming support issues reported by end users and provide software support and problem resolution for business applications. The primary application that this position will support will be our home health EMR.

Join VitalCaring – Where Your Passion Changes Lives

Are you looking for a career where compassion meets purpose? At VitalCaring, we're more than a home health and hospice provider—we're a family that supports, inspires, and uplifts both our patients and our team members.

Who We Are

Founded in 2021, VitalCaring has grown into a leading provider of home health and hospice services, with over 65 locations across the country. We are committed to fostering a culture of support, growth, and excellence for our team that is the backbone of how we ensure we deliver exceptional patient care.

What we Offer

Health & Wellness

Medical, Dental & Vision

Pharmacy Benefits

Virtual & Mental Health Support

Flexible Spending Accounts (FSAs) & Health Savings Account (HSA)

Supplemental Health & Life Insurance

Financial & Legal

401(k) with Company Match

Employee Referral Program

Prepaid Legal Plans

Identity Theft Protection

Work-Life Balance & Perks

Paid Time Off

Pet Insurance

Tuition & Continuing Education Reimbursement

As a Software Support Specialist You Will

• Participates in training on all Software programs as well as the operational processes used within each program in conjunction with the software.
• On-call responsibilities as directed by supervisor.
• Participates in and facilitates systems training classes for users on hardware and software used by agency.
• Provides effective and efficient support to local and remote end users.
• Communicates with users remotely via e-mail, phone and web, and internally collaborating 1:1, meetings, and workgroups.
• Maintains current and up-to-date knowledge of software updates and releases.
• Attends or leads meetings and training sessions as required.
• Answers phone, takes messages, and handles calls as appropriate.
• Complete accurate and timely documentation.
• Responsible for testing of software functionality prior to upgrades, post-delivery of enhancements, following any changes to settings/configurations/user permissions, and during issue replication.
• Escalates issues to senior members of the support team, supervisor and/or third-party vendors as necessary, while providing your findings about an issue, steps to reproduce and any other relevant information.
• Responsible for user management within the various applications (i.e. provisions, role/access changes, password resets).
• Responsible for software system configuration and setup as directed by supervisor.
• Responsible for documenting enhancement requests and escalating to senior members of support team and/or supervisor for submission to third party vendor.
• Design, plan, organize, coordinate and direct IT Orientation presentation/training for employees.
• Identify training opportunities and escalate to the training/education personnel.
• Provide exceptional end-user customer support for Business Applications.
• Respond to user inquiries regarding software operation and function to assist users with "how to" and best practice training/support.
• Develops "how to" documents and/or user guides for use of software programs as assigned by supervisor.
• Respond to user inquiries regarding software errors or problems to assist users with problem resolution.
• Provide liaison as may be required between the company and third-party vendor support to resolve software issues or problems.
• Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time.
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish work objectives.
• Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
• Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.
• Thinking Creatively — Developing, designing, or creating new programs, ideas, relationships, systems, or products, required to meet your work objectives.
• Any other duties that may be assigned by supervisor.

Skills For Success

• Requires a pleasant and cheerful demeanor, shows an attitude of helpfulness and cooperation, and the ability to encourage, mentor, and support fellow workers on a daily basis and while encountering stressful situations. Will be required to effectively and efficiently carry out the duties of this position.
• Requires in-depth understanding of a comprehensive field of knowledge. Knowledge normally associated with attainments through education and experience appropriate to information systems and technology or related field.
• High school diploma or equivalent required.
• Bachelor's degree in computer science, or other business-related field from an accredited college or university or in lieu of a degree at least 1 year of documented experience in Home Health operations required.
• Requires ability to use up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently and/or up to 10 pounds continuously to move objects.
• Work deals mostly with areas such as preparing and reading data and figures, records, reports, visual inspection involving small details. Although important, depth perception and field of vision (peripheral) are not as critical as the ability to distinguish small details and markings very near to the observer.
• Requires travel to various geographic locations and some overnight stays.
• Requires ability to speak, read and write English.
• Requires ability to communicate clearly and make self-understood effectively in face-to-face interactions; articulate with accuracy to communicate using phone.
• Requires ability to hear and receive verbal instructions correctly, answer phones, communicate professionally with people in situations with some background noise.
• Requires ability to concentrate on fine detail with frequent interruption; ability to focus attention on tasks for 10-20 minutes at a time on a continuous basis, 20-60 minutes on occasion.
• Requires ability to understand and relate to specific ideas one at a time and to the concepts behind specific ideas; ability to remember verbal and written tasks/assignments from a few hours to several day periods.
• Requires ability to establish and maintain effective professional working relationships with staff and a variety of individuals and groups.
• Requires ability to work effectively under pressure and remain flexible as priorities change.
• Requires ability to effectively communicate professionally orally and in writing and speak in front of groups required. Excellent professional public presentation skills required.
• Requires ability to work effectively under minimal supervision; exercise excellent, sound professional judgment and maintain confidentiality.
• Commitment to and regular exercise of excellent ethical business practices aligned with all state, federal and international business laws and regulatory requirements required.
• Sufficient good health to properly discharge duties required.
• Position requires sitting approximately 60% of time standing/stooping/bending/ climbing approximately 20% of time; and walking approximately 20% of time.
• Possess or develop, through use and training, expert knowledge of & Business Operations Applications.
• Possess a working knowledge of Microsoft Office Suite. Working knowledge of operational software.
• Knowledge of document & audio/visual production, communication, and dissemination techniques and methods. This includes alternative ways to inform and train via written, oral, and visual media.
• Knowledge of Windows-based Operating Systems, user security, file structures, and general navigation & use.
• Ability to effectively teach others how to do something and ability to assess, select and use training/instructional methods appropriate for the situation when learning or teaching new things.
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Considering the relative costs of and benefits of potential actions to choose the most appropriate one.
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, successfully interacting and communicating.

Come home to VitalCaring where you will find your passion, find your people, and find yourself again. Together we can transform lives and foster hope through genuine caring.

Explore your future with VitalCaring today.