Software Support Specialist

Position Overview

Array is seeking a Software Support Specialist to join our Application Support Team.  The individual will be a key part of our Technology department helping to better support customer facing systems across multiple service delivery models.  The Software Support Specialist is responsible for ensuring that clinicians, consumers, and partners can use our tools successfully.  This fast-paced position is the perfect fit for an individual looking to grow (and have fun) with a rapidly expanding health care organization.

Job Responsibilities

• Conduct day-to-day service delivery model software support calls to and from our consumers, partners, and clinicians, including local and remote
• Service Delivery Model (SDM) software includes 3 distinct platforms for At Home, OnDemand and Scheduled Care
• Technical support SDM Technology Owned Systems for account creation, password resets, workflows and remote desktop and audio/video issues
• Problem Solve, Troubleshoot, and Escalate (when necessary) application issues
• Identify and Trend application issues
• Collaborate with cross functional teams for problem resolution
• Capture and document application SOP enhancements in support knowledge base
• Balance incoming support calls, emails, and tickets concurrently
• Triage application support requests based on priority, impact, and urgency
• Escalate and transfer application requests (when necessary)
• Maintain rapport with consumers, partners, and clinicians by displaying a detailed understanding of their support requirements and needs
• Provide general Help Desk overflow support as needed
• Participate in after-hours/weekends on-call team rotation
• Knowledge sharing/multi-skilling with Help Desk team and support systems
• All other duties as assigned

Job Requirements

• Bachelor’s degree in Information Systems, Computer Science, or related field preferred (equivalent work experience acceptable in lieu of degree)
• Technical certification/s (e.g., IT Infrastructure Library (ITIL) Foundation, CompTIA A+, Google IT Support, SEMC, HDI-SCA, etc.)
• 1+ years’ experience supporting & troubleshooting technical IT issues, and application/software IT issues
• Experience with Video Conferencing platforms (Zoom, BlueJeans, Teams, others)
• Experience troubleshooting via remote desktop
• Experience with Office365
• Experience using ITMS ticketing system
• Excellent customer service skills
• Professional, effective, and efficient oral and written communication skills
• Ability to work under pressure and within tight timelines
• Demonstrate empathy with consumers, partners, and clinicians

Ideal Candidate

• 1+ years experience application/software support, looking for their next challenge
• Demonstrates a “Drive for Results” competency
• Demonstrates ability for independent learning on computer systems, server-based applications, and business processes
• Excellent team collaboration and interpersonal skills
• Outgoing personality, Self-starter & independent worker
• Creative problem solver & troubleshooter
• Desire to grow and develop within the organization
• Comfortable working with a remote user-base
• Ability to multitask
• Ability to learn quickly and think outside the box
• Experience using VOIP systems (e.g., RingCentral Contact Center)
• Technical certification preferred (e.g., IT Infrastructure Library (ITIL) Foundation, CompTIA A+, Google IT Support, SEMC, HDI-SCA, etc.)
• Healthcare IT experience preferred

Logistics

• Several variable shifts available:
  • 8 AM – 5 PM Eastern
  • 11 AM – 8 PM Eastern
• Position available immediately
• Position based in Mt. Laurel NJ, Chicago IL, or remote
• FLSA Status: Non-exempt, hourly
• The pay range for this role is $20.00 to $25.00 per hour. This information reflects the anticipated salary for this position using current national data.  The final offer will be determined based on an individual’s skills, experience, education, and other job-related factors permitted by law.

At Array we strongly value diversity and are committed to equal opportunity and non-discrimination in all policies and practices, including the area of employment.   WE are proud to be an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, Veteran status, gender identity or expression, marital status, genetic information, or any other legally protected status.

EOE M/V/F/D