Software Support Specialist

VitalCaring Group•Dallas, TX

13h

About The Position

The Software Support Specialist triages incoming support issues reported by end users and provides software support and problem resolution for business applications. The primary application supported is the company’s home health EMR. The role provides support to local and remote users, assists with application operation and errors, and coordinates with internal teams and third-party vendors as needed. The specialist participates in training on software programs and related operational processes, facilitates user training, maintains knowledge of updates and releases, tests functionality around upgrades and configuration changes, manages users and access, and configures systems as directed. The position also documents issues and enhancement requests, prepares user guides, supports IT orientation and training, and performs other duties assigned by a supervisor. Travel to various geographic locations, including occasional overnight stays, is required.

Requirements

High school diploma or equivalent required.
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.
In-depth understanding of a comprehensive field of knowledge, typically acquired through education and experience in information systems, technology, or a related field.
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.
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.
Ability to distinguish fine details and markings at close range.
Ability to travel to various geographic locations, including occasional overnight stays.
Ability to speak, read, and write English.
Ability to communicate clearly and effectively in person 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, understand specific ideas and their underlying concepts, and remember verbal and written tasks or assignments for periods of a few hours to several days.

Responsibilities

Triage incoming support issues and provide software support and problem resolution for business applications, primarily the home health EMR.
Participate in training on software programs and the operational processes associated with them.
Carry out on-call responsibilities as directed by the supervisor.
Participate in and facilitate systems training classes for users on agency hardware and software.
Provide effective and efficient support to local and remote end users through email, phone, web, and in-person collaboration.
Maintain current knowledge of software updates and releases, and 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, after changes to settings, configurations, or permissions, and while reproducing issues.
Escalate issues to senior support team members, the supervisor, or third-party vendors, providing findings, reproduction steps, and other relevant information.
Manage users in various applications, including provisioning, role and access changes, and password resets.
Configure and set up software systems as directed by the supervisor.
Document enhancement requests and escalate them to senior support team members 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.
Respond to inquiries about software operation and functionality, providing how-to guidance, best practices, and support.
Develop how-to documents and user guides for software programs as assigned by the supervisor.
Respond to inquiries about software errors or problems and assist with resolution.
Act as a liaison between the company and third-party vendor support to resolve software issues or problems.
Communicate information to supervisors, peers, and subordinates by phone, in writing, email, or in person.
Build constructive and cooperative working relationships with others.
Organize, plan, and prioritize work by developing goals and plans to accomplish objectives.
Coach and develop others by identifying development needs and providing coaching, mentoring, or other assistance.
Stay technically current and apply relevant new knowledge to the job.
Interpret and explain information for others, including how it can be used.
Develop or create programs, ideas, relationships, systems, or products needed to meet work objectives.
Perform other duties assigned by the supervisor.