Operational Software Triage Specialist

Right At Home•Omaha, NE

4d•Hybrid

About The Position

Right at Home is looking for an experienced Operational Software Triage Specialist! In this position you will be responsible for the intake, classification, documentation, and routing of all enterprise technology support requests. This role ensures every request is accurately understood, assigned to the appropriate resolution path, and progresses with clear ownership and next steps. This role partners closely with all support levels and vendors to ensure efficient issue resolution and continuous improvement. Do you enjoy troubleshooting issues and quickly determining the right path to resolution? Are you driven by organizing, prioritizing, and managing incoming requests in a fast-moving environment? Can you analyze problems, communicate clearly, and collaborate across teams to keep operations running smoothly? If you answered YES to the questions above... keep reading and apply today! Right at Home is clear in its mission... "To improve the quality of life for those we serve". You can help us achieve this mission by lending your leadership experience, proactive problem-solving abilities, success in small business and effecting coaching skills to our organization! When you come and work for Right at Home, you are joining a company that values its employees in all aspects of life. We offer a casual work environment, hybrid work availability, flexible time off, parental leave, competitive pay, and so many other great benefits! We are protective of our culture and enjoy working with others who share our core values: Authentic, Accountable, Approachable, Collaborate and Integrity! We aspire to work with colleagues who Get it, Want it and have the Capacity to do it. That means you'll work with people who know what it takes to succeed, strive for excellence and have the skills and knowledge necessary to get the job done right! We use the EOS approach to our business, creating transparency and accountability.

Requirements

Knowledge of support operations and triage workflows, including ticket intake, classification, prioritization, and routing
Excellent verbal and written communication skills with the ability to set clear expectations and explain decisions
Strong judgment and decision-making capabilities in ambiguous situations
Ability to manage multiple requests while maintaining accuracy, completeness, and attention to detail
Proven customer service mindset with a focus on delivering a positive user experience
Strong organizational and time management skills to manage intake volume effectively
Ability to analyze ticket data and identify trends to improve intake quality and routing accuracy
Collaborative approach to working across teams and support levels
Adaptability to evolving tools, systems, processes, and support models
Commitment to quality and standards, ensuring complete and accurate documentation and routing

Responsibilities

Consistently upholds and demonstrates the Right at Home core values: Authentic, Accountable, Collaborative, Integrity and Approachable
Owns the intake and triage process for all enterprise technology support requests
Reviews and documents each request to ensure clarity, completeness, and accuracy before routing
Routes tickets to the appropriate support level (L1, L2, L3, vendor) based on impact, urgency, and issue type
Communicates clearly with submitters regarding ticket status, expectations, and next steps
Ensure every ticket has a defined owner, next action, and proper categorization before leaving triage
Identifies incomplete or unclear submissions and proactively gathers necessary information
Monitors intake queues to prioritize requests and prevent aging or delays
Escalates ambiguous or non-standard requests when routing criteria are unclear
Partners with internal teams and vendors to support efficient handoffs and resolution pathways
Identifies recurring issues and trends, escalating patterns for review
Supports continuous improvement of intake processes, workflows, and routing logic
Assists with reporting and analysis of support data to inform operational improvements
Participate in special projects and perform other duties as assigned