Software Support Analyst I

Job Description: • Provide effective software support to clients and customers reporting problems with MatrixCare and supporting products • Incoming and outbound calls as well as working out of Salesforce helpdesk Queue • Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions • Perform basic and advanced troubleshooting and problem replication to identify/verify underlying cause of customer reported problems • Utilize experience, knowledge base, user guides, and other internal resources to resolve application and technical issues • Contribute to the maintenance and improvement of knowledge base as a tier one resource • Escalate calls to second tier analyst according to defined support processes • Perform assigned tasks such as testing reported issues, webinars, and mentoring • Demonstrate proactive communication to clients after identifying common issues reported to support • Contribute to the monthly team goals • Participate in paid after hour on-call rotation Requirements: • Excellent customer service skills • Good problem-solving and prioritization abilities • Excellent verbal and written communication skills • Basic computer skills • Ability to work in a team environment • Ability to multi-task • Knowledge of software support methodologies and/or the post-acute healthcare industry is preferred • Home health or clinical experience is preferred • Bachelor’s Degree or equivalent work experience • 1-2 years' experience working with software support • Prior Helpdesk experience a plus Benefits: • comprehensive medical, vision, dental, and life • AD&D, short-term and long-term disability insurance • sleep care management • Health Savings Account (HSA) • Flexible Spending Account (FSA) • commuter benefits • 401(k) • Employee Stock Purchase Plan (ESPP) • Employee Assistance Program (EAP) • tuition assistance • 15 days Paid Time Off (PTO) in the first year • 11 paid holidays plus 3 floating days • 14 weeks of primary caregiver or two weeks of secondary caregiver leave Apply tot his job