Software Support Specialist

VitalCaring Group•Dallas, TX

15h

About The Position

The Software Support Specialist triages support issues reported by end users and provides software support and problem resolution for business applications, primarily the company’s home health electronic medical record (EMR). The role supports local and remote users, assists with application functionality and troubleshooting, and coordinates with internal teams and third-party vendors as needed. The specialist participates in software and operational-process training, facilitates user training, maintains knowledge of updates and releases, tests software before and after upgrades or configuration changes, manages user access, and configures systems as directed. The position also documents issues and enhancement requests, develops user guides, supports IT orientation, and identifies additional training needs. The role requires occasional travel to various geographic locations, including overnight stays, and on-call duties as directed by the supervisor.

Requirements

High school diploma or equivalent required.
A bachelor’s degree in computer science or another business-related field from an accredited college or university, or at least one year of documented Home Health operations experience in lieu of a degree.
An in-depth understanding of a comprehensive field of knowledge, typically acquired through education and experience in information systems, technology, or a related field.
Ability to speak, read, and write English.
Ability to communicate clearly and effectively in face-to-face interactions and articulate information accurately over the phone.
Ability to hear and understand verbal instructions, answer phones, and communicate professionally in environments with some background noise.
Ability to concentrate on fine details despite frequent interruptions, focus continuously for 10–20 minutes and occasionally for 20–60 minutes, and remember verbal and written tasks or assignments for periods from a few hours to several days.
Ability to understand and relate to specific ideas and the concepts behind them.
Ability to exert up to 50 pounds of force occasionally, up to 20 pounds frequently, and/or up to 10 pounds continuously to move objects.
Ability to prepare and read data, figures, records, and reports and perform visual inspections requiring attention to small details; close-range detail vision is more critical than depth perception or peripheral vision.
Ability to travel to various geographic locations, including occasional overnight stays.
Pleasant and cheerful demeanor, helpfulness, cooperation, and ability to encourage, mentor, and support coworkers, including during stressful situations.
Ability to carry out the duties of the position effectively and efficiently.

Responsibilities

Participate in training on software programs and the operational processes associated with each program.
Perform on-call responsibilities as directed by the supervisor.
Participate in and facilitate training classes for users on agency hardware and software.
Provide efficient support to local and remote end users.
Communicate with users remotely by email, phone, and web, and collaborate internally through individual discussions, meetings, and workgroups.
Maintain current knowledge of software updates and releases.
Attend or lead meetings and training sessions as required.
Answer phones, take messages, and handle calls as appropriate.
Complete accurate and timely documentation.
Test software functionality before upgrades, after enhancements, following settings, configuration, or permission changes, and while replicating issues.
Escalate issues to senior support staff, the supervisor, or third-party vendors, providing findings, reproduction steps, and other relevant information.
Manage users in various applications, including provisioning accounts, changing roles or access, and resetting passwords.
Configure and set up software systems as directed by the supervisor.
Document enhancement requests and escalate them to senior support staff or the supervisor for submission to third-party vendors.
Design, plan, organize, coordinate, and direct IT orientation presentations and employee training.
Identify training opportunities and escalate them to training or education personnel.
Provide exceptional end-user support for business applications.
Answer questions about software operation and functionality, providing how-to guidance and best-practice training and support.
Develop software how-to documents or user guides as assigned by the supervisor.
Respond to software error or problem inquiries and assist users with resolution.
Act as a liaison between the company and third-party vendor support to resolve software issues as required.
Communicate information to supervisors, peers, and subordinates by phone, in writing, by email, or in person.
Build constructive and cooperative working relationships over time.
Organize, plan, and prioritize work by setting goals and plans to accomplish work objectives.
Coach and develop others by identifying development needs and providing assistance to improve knowledge and skills.
Stay technically current and apply relevant new knowledge to the job.
Interpret and explain information to others, including how it can be used.
Think creatively to develop ideas, relationships, systems, or products needed to meet work objectives.
Perform other duties assigned by the supervisor.