Customer Applications Support Specialist

Lifeworks Services • Richfield, MN

7d • Hybrid

About The Position

The Customer Applications Support Specialist plays a critical role in delivering a positive customer experience through the effective support of Lifeworks-selected software applications. This role serves as a subject-matter expert for customer-facing platforms and collaborates closely with information technology, finance, compliance teams, and external vendors as needed. The Specialist is responsible for maintaining the accuracy and integrity of data and reports within customer applications, while driving continuous improvement of systems, processes, and procedures.

Requirements

• High school diploma required, plus a minimum of three (3) years of experience in customer service, IT help desk support, and/or human services operations.
• Experience creating training materials in multiple formats and delivering training both in person and remotely.
• Fluency in English, both verbal and written.
• Proficiency in the Microsoft Office Suite.
• Capable of performing the essential functions of the job, with or without reasonable accommodations.
• Familiarity with relevant technologies, including databases, electronic health record systems, timekeeping applications, and ticketing software.
• Ability to quickly and effectively diagnose and resolve user issues.
• Demonstrate creative problem-solving skills and think outside the box to address unique or complex issues.
• Ability to communicate technical information clearly and effectively to non-technical customers.
• Use active listening skills to accurately understand customer issues and concerns.
• Proficient in creating and maintaining clear, detailed documentation and user guides.
• Ability to address customer needs and frustrations with patience, empathy, and professionalism.
• Respond promptly to customer requests and deliver timely solutions.
• Effectively manage multiple tasks and priorities to ensure timely issue resolution.
• Possess strong interpersonal and relationship-building skills.
• Comfortable training customers on how to use applications effectively.
• Willingness to continuously learn and stay current with evolving technologies and application updates.
• Highly organized with excellent attention to detail.
• Ability to work independently with strong time management skills.
• Collaborate effectively with others to achieve shared goals and objectives.
• Skilled at establishing and maintaining strong internal and external relationships.
• Able to pass a Department of Human Services background study, drug test, and have reliable transportation for work-related travel (e.g., in-office work, on-site training locations).

Nice To Haves

• Bilingual or multilingual skills preferred.
• Experience with Cashe timekeeping software preferred but not required.

Responsibilities

• Supporting customers who have questions or encounter issues with software applications by troubleshooting, diagnosing technical problems, and providing effective solutions or workarounds.
• Managing and tracking incidents and service requests through a ticketing system, ensuring issues are resolved within established service-level timeframes and communicating status updates to users.
• Investigating, addressing, and resolving technical application issues to minimize disruption and improve customer experience.
• Gathering and documenting user feedback to identify trends and opportunities for system enhancements and process improvements.
• Safeguarding confidential information in compliance with HIPAA, internal policies, and applicable state and federal employment regulations.
• Educating external customers and internal support teams on effective application usage through training materials, workshops, and one-on-one assistance.
• Monitoring application performance to ensure systems are operating smoothly and reliably.
• Collaborating closely with the information technology team and external vendors to escalate customer issues, report bugs, recommend enhancements, and coordinate change requests or required approvals.
• Creating, maintaining, and updating application documentation, including user guides, troubleshooting resources, and knowledge base articles.
• Serving as a subject-matter expert for customer-facing applications and partnering cross-functionally to support reporting and resolve complex issues.
• Performing other related duties as assigned.

Benefits

• 18 days of PTO accrued in the first year of employment
• 11 paid holidays (New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and a Personal Holiday)
• Medical, dental, vision, life, AD&D insurance, short & long-term disability coverage
• Health Savings Account (HSA), Flexible Savings Account (FSA), and prescription drug coverage
• Up to $3,000 annually in tuition reimbursement and student loan forgiveness when eligibility requirements are met
• 403(b) retirement plan – Lifeworks contributes 3% of your salary and matches up to 4% of employee contributions
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED