Homecare Software Solutions LLC is a Brooklyn, NY based provider of web-based management solutions to homecare agencies. We are a very small yet expanding team, and offer a collaborative and stimulating work environment.
We current seek a Software Support Specialist to join our Product Support team. You will be responsible for driving customer’s technical issues to resolution, collaborating across the Professional Services teams and R&D.
DUTIES & RESPONSIBILITIES:
- Identify, research, and resolve technical problems
- Respond to telephone calls, email and personnel requests for technical support
- Document, track and monitor the problem to ensure a timely resolution
- Determine source of customer (user) concern working via telephone and remote administration utilities; assist user and resolve problems through corrective instruction
- Determine source of errors by reviewing procedures and actions taken by user; help user to perform diagnostic procedures
- Improve programs by notifying programmers of problems and making recommendations; further assist in overall development of current and future product versions and ideas
- Improve operating references by authoring revisions to internal knowledgebase materials
- Evaluate software by testing ease of use, applicability and security
- Identify potential solutions to performance problems and opportunities for improvement
- Review operating practices in order to determine whether improvements can be made in areas such as workflow, communications or reporting
- Respond to other client inquiries as needed
QUALIFICATIONS:
- Minimum two years of relevant Help Desk experience providing technical support of commercial web-based applications
- Experience with Windows XP Professional, Vista Business, Windows 7, and Windows Server Operating Systems
- Proven analytical and problem-solving skills
- Strong organizational skills, multi-tasking and ability to work in a dynamic fast paced environment
- Comfortable troubleshooting over the phone, often using remote desktop sharing utilities
- Excellent communications skills – written and oral
- College graduate
- Must be open to a “startup” environment
- Teamwork approach, enthusiasm and a strong desire to succeed!
Filed under: Brooklyn, Customer Service, Full Time, General, Healthcare, Information Technology, NYC, Software Engineering, Technical, Technology.
