Electronic Visit Verification Support

Tempus Unlimited•Salem, MA

About The Position

Tempus Unlimited, Inc. is a nonprofit organization that provides community-based services to empower children and adults with disabilities to live as independently as possible in the least restrictive environment. Its programs and services encourage the inclusion of people with disabilities in mainstream social, recreational, family, and work activities. The Electronic Visit Verification Support position supports Tempus Unlimited’s EVV program through training, implementation, rollout, system management, and ongoing user support. The role provides second-level support, investigates software issues and bugs, and coordinates with developers to maintain the efficiency of the EVV solution. The position also helps ensure compliance with Tempus quality standards and FI contract requirements. This is a full-time, 35-hour-per-week position with a Monday–Friday schedule from 8:30 a.m. to 4:30 p.m. Employees hired in Salem must attend a two-day orientation in Stoughton. Travel may be required. Bilingual ability is preferred.

Requirements

High school education is acceptable; college education is preferred.
Experience with software and/or technical support.
Customer service experience.
Experience with Microsoft Suite operating systems.
Experience with Excel spreadsheets.
Strong interpersonal and analytical skills.
Strong written and verbal communication skills.
Excellent organizational skills.
Ability to learn quickly and adapt readily to change.
Ability to work independently and function effectively as a team player.
Ability to multitask and meet deadlines.
Customer-service focus, teamwork approach, enthusiasm, and a strong desire to succeed.
Self-motivation, punctuality, and dependability.
Professional and friendly personality, with the ability to maintain confidentiality.
Ability to maintain and build positive working relationships.
Ability to meet the physical demands of the role, including regularly talking and/or hearing; frequently sitting, standing, walking, using hands and fingers, and reaching with hands and arms; and lifting up to 15 pounds at times.
Satisfactory background check results are required as a condition of employment.

Nice To Haves

Bilingual ability.
College education.

Responsibilities

Develop and maintain in-depth expertise related to the Tempus EVV solution.
Provide second-level support for new and existing users of the Tempus EVV program.
Investigate software issues and bugs and communicate with developers to support the continued efficiency of the EVV solution.
Support the full life cycle of the Tempus EVV program, including training, implementation, rollout, and ongoing support.
Provide Zoom, WebEx, and in-person support.
Coordinate users, review data, and manage multidirectional communication.
Support implementation and rollout through training, scheduling, and communication.
Provide ongoing troubleshooting and user support.
Respond to emails and communications about FMS software.
Handle high-volume inbound and outbound customer service calls in a fast-paced call center environment.
Assist other Tempus Unlimited departments as time allows.
Maintain open communication with team leads, supervisors, and team members.
Liaise with other departments as necessary and coordinate with other functions to streamline workflows and handoffs.
Support the overall mission and objectives of Tempus Unlimited.
Report suspected incidents of consumer sexual abuse, physical abuse, and neglect to the Disabled Person Protection Commission (D.P.P.C.).
Perform other related duties as assigned by the supervisor.