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 rotationRequirements:• 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 plusBenefits:• 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