Software Support and Training Spec

The Software Support and Training Specialist provides technical support to users, troubleshoots software issues, and works closely with internal teams to ensure a seamless customer experience. This role requires strong problem-solving skills, excellent communication, and a solid understanding of software applications and systems., * Serve as the first point of contact for customers seeking technical assistance via FreshDesk, phone, email, or chat.

• Diagnose and resolve software issues, including installation, configuration, and functionality problems.
• Document support interactions in FreshDesk ticketing system and track the progress of issue resolution.
• Track calls in call-tracker.
• Escalate complex issues to appropriate team when necessary.
• Provide user guidance and training on software features and best practices.
• Collaborate with development team to identify and resolve recurring issues or bugs.
• Assist with software updates, patches, and releases as needed.
• Maintain up-to-date knowledge of software products and enhancements.
• Create and maintain support documentation and video tutorials, FAQs, and user guides.
• Process client requests for system enhancements or modifications to our evolving software

• Bachelor’s degree or 2-3 years of experience in technology or customer service
• Logical troubleshooting skills and techniques
• Strong interpersonal and presentation skills
• Self-starter - able to use reference material to work independently
• Excellent attention to detail
• Customer-first attitude to clearly communicate details to customers with varying technical abilities in a clinical setting, We Apply a Can-do attitude - We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

This position offers a hybrid work location. This requires the following when working from home:

• Reliable and secure Internet Service Provider at home (no public WiFi) for duration of working hours
• Sufficient room to set up a laptop, monitors, keyboard and mouse
• Comfortable space to work for working hours
• Quiet, private, and secure space in which to work