Application Support Specialist

Company Overview

Hospice Tools is a fast-growing, best-in-class EMR SaaS platform known for our exceptional client service. We provide specialized electronic medical record solutions built specifically for hospice and palliative care teams.

Position Summary

We are looking for a talented and motivated Application Support Specialist to join our team. The ideal candidate is a technologically savvy "people person" who will help us continue providing a five-star experience to our clients as we scale.

In this role, you will interface directly with clients, primarily managing inbound requests via phone and email ticketing systems; while working closely with our engineering, billing experts, and customer success teams to resolve issues quickly and efficiently.

Key Responsibilities

• End User Support & Troubleshooting: Serve as the primary point of contact for frontline support, customer escalations, assisting clients with help desk issues, troubleshooting technical problems, providing helpful instructions, and performing root-cause analysis.
• Service Request Management: Coordinate with the engineering team to track and resolve bugs, and partner with the customer success teams to fulfill custom client configuration requests.
• Product Optimization: Evaluate and analyze customer needs to enhance and work with electronic forms, features, and reports within our software suite.

Minimum Qualifications:

• Experience: Proven experience in frontline support for end-users, with a strong work ethic
• Communication: Exceptional written and oral communication skills. Ability to translate complex technical information for non-technical users. Ability to respond quickly, and adjust priorities seamlessly in a fast-paced environment
• Soft Skills: High emotional intelligence, empathy, and a passion for helping people.
• Technical Aptitude: Strong diagnostic and analytical abilities to determine how the software aligns with customer needs, and experience using AI

Preferred Qualifications:

• Domain knowledge of Healthcare (preferably Hospice), EMRs, and/or medical billing
• Basic knowledge of SQL or database structures
• Experience with Zendesk
• Bachelor’s degree from an accredited college/university, or equivalent professional experience

Pay: $54,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: Remote