Software Support Analyst
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Job Description
Software Support Analyst role at Lap of Love, assisting users with practice management software and troubleshooting issues. Involves collaboration with internal teams and documentation creation.
Responsibilities:
- Be the initial point-of-contact for support tickets submitted by Lap of Love users and triage appropriately
- Gather information and collaborate with internal subject matter experts as needed to resolve issues reported to the product team
- Manage the lifecycle of tasks they submit to the programmers which include creating the task, testing the fix in the QA environment, communicating its resolution to the user who reported the issue, and supporting deployment of the fix to the Live environment
- Create documentation about Lap of Love’s proprietary software system (Sunshine) as appropriate and memorialize it in our internal knowledge base
- Perform additional tasks when requested by the product team
- Abide by Lap of Love’s Core Values: Truly Love Humanity (humble, help above all else, mindful), Passionate About Culture (adaptable, purpose drive, above & beyond), and Reputational Excellence (professional, self-motivated, reliable)
Requirements:
- Minimum of 2 years in a software support role required
- Associate of Arts degree or higher preferred
- Previous experience utilizing CRM software preferred
- Outstanding analytical, problem solving and organizational abilities
- Prioritize tasks based on urgency and impact with little direction
- Strong attention to detail
- Top notch oral and written communication skills
- Engage with staff confidently and professionally at all levels and across multiple departments
- Self-starter with excellent follow-up skills, knowing what needs to be done and taking initiative to do so without hesitation
- Possess an enthusiastic and ambitious attitude
- Create concise and detailed technical documentation
- Demonstrate a professional demeanor, compassion for clients, control, and confidence in all aspects of the position
Benefits:
- Health Insurance Plan (Medical) with 100% employee paid HSA option available
- Dental and Vision Plans
- Retirement Plan (Traditional 401k with 3% match and Roth 401k)
- Paid Time Off
- Bereavement Leave
- Paid Parental Leave
- Company Funded Wellness Resources (Mental, Financial, and Physical)
- Life Insurance (Basic, Voluntary, and AD&D)
- Short Term and Long Term Disability Insurance
- Training & Development
- Pet Insurance
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