Application Support Specialist

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., * 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.

• 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

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

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.