Application Support Analyst - Softwriters

Job Title:                                             Analyst, Application Support

Location:                                             Pittsburgh, PA

FLSA Status:                                       Non-Exempt

Employment Type:                          Full-Time

Reports To:                                         Support Analyst Team Supervisor

SoftWriters is on a Mission to Save Lives! As a pioneer and market leader in long-term care pharmacy technology, we are proud to develop complex software and services that help pharmacies to deliver superior patient care to the most fragile population in the U.S. We are passionate about building the best company, achieving the #1 Top Workplace designation in Pittsburgh. We value quality, cultivating diverse teams, delivering successes and results, collaboration, innovation, thought leadership, integrity, teamwork, and growth.

As we grow in size and complexity, we face some distinct challenges that require outstanding leaders and problem solvers. Our culture and our people are our unique differentiator. If you are seeking to join a growing team and making your mark on our noble mission, then you have come to the right place!

Overview:

The Application Support Analyst is a high-energy, dynamic problem solver responsible for providing expert technical product support to clients, as well as troubleshooting complex software application issues quickly and effectively. Duties involve responding to clients promptly and professionally, accurately documenting issues and resolutions, and collaborating with clients and internal employees to solve complex technical problems and ensure a world class customer experience.

Responsibilities:

• Provide white glove, concierge level technical product support to Softwriters customers – interacting with end users at all levels
• Answer product questions and resolve technical issues daily via phone, email, and/or remote access
• Promptly and professionally troubleshoot, diagnose, and resolve software problems and educate users on resolutions Ensure end user needs are met with consistently high quality of service
• Research technical issues, error codes & software bugs in a timely manner and follow up directly with the customer offering recommendations, action plans and troubleshooting instructions
• Escalate cases when customer satisfaction comes into question
• Ensure compliance with Softwriters core values, standards, methodologies, and techniques
• Works as part of a high-performance support team to help optimize user experience
• Provide customer training via screen sharing to answer inquiries about Softwriters features and functionality
• Maintain customer loyalty by communicating with empathy, integrity, and accountability
• Engage appropriate resources to resolve technical issues and update clients on progress toward resolution
• Fully document each client issue/resolution
• Work on special projects to improve operating efficiency of technical/applications support
• Participate in the on-call support rotation and ad hoc evening rotation and off hour projects
• Other duties as assigned

Minimum Requirements:

• Bachelor’s degree and/or equivalent education as well as experience in a computer, software, or a related field
• Experience and creativity in troubleshooting software application and work-flow process problems
• Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers
• Ability to empathize with frustrated customers as well as handle difficult conversations and interactions
• High technical aptitude - ability to quickly learn new software, technologies, and skills
• Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment
• Exceptional critical thinking
• Excellent multi-tasking skills
• Dependable and proficient attention to detail
• Resourceful and able to take ownership of and follow through on client issues until resolution is achieved
• Ability to effectively communicate and coordinate with peers and Senior Management when required
• Ability to speak effectively in interpersonal situations
• Excellent verbal and written communication skills
• Strong organizational skills, attention to detail and technical judgment
• Availability to work various shifts between 8:30 a.m. and 8:00 p.m.
• Availability to participate in non-business hours on-call rotation (Once every 5-8 weeks)

Preferred Qualifications:

• Experience with support team CRMs such as Zendesk, HelpScout, Freshdesk, etc.
• Experience supporting software products on Microsoft Windows and/or Server
• Experience writing and running SQL statements (MSSQL Syntax preferred)
• Retail Pharmacy, Long Term Care Pharmacy, and/or health care experience
• Database, Active Directory, RDP, Citrix, IIS, or Network Security management experience

NOTE:  This is a hybrid position requiring minimum two days in-office presence at our Pittsburgh office.

SoftWriters, Inc. is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Information Systems