Software Support Specialist (Remote)

At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We’re looking for a Software Support Specialist who shares our commitment to leveraging technology to make a real impact in the world – a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.

Job Summary: The Software Support Specialist will serve as a primary point of contact for all customers, both internal and external, providing Tier 3 technical assistance to customers and internal stakeholders. Answer questions or resolve system problems in person, via telephone, or from remote locations. Work in a deadline-driven environment collaboratively with the rest of the product team through every step of the software development process.

Principal Responsibilities:

• Work with Account Managers to convey release information to customers.
• Communicate customer priorities regarding bugs to project managers.
• Provide timely, efficient and pleasant follow up to user questions or issues
• Manage incidents to closure
• Interact effectively with customers and internal developers
• Work with Developers and Business Analysts to understand new features being released.
• Assist in generating training materials and customer facing documentation.
• Provide client support and technical issue resolution via email, phone, web
• Document all incidents in incident tracking system
• Perform in-depth technical investigations by identifying and interpreting the related requirements, working to recreate, assessing impact and participating to develop proposed fixes.
• Escalate issues as needed
• Work with Release Manager to determine release schedule with customers.
• Build rapport and elicit problem details from non-technical or technical customers

Required Skills/Experience:

• Prior experience investigating software issues.
• Must be a strong team player with excellent written and verbal communication skills in English.
• Strong interpersonal skills.
• Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
• Ability to understand and explain technical information
• Strong oral and written communication skills.
• Prior Scrum experience and experience in an Agile environment
• Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management.
• Strong client focus and collaborative work style
• College degree and 2-4 years technical support work related experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required.

Preferred Skills:

• Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
• SQL and/or XML file experience and/or familiarity with medical billing (837/835).
• Experience with ETL, data extracts and/or diagnosing issues regarding transmitting data between different systems.
• Skill in creating customer facing documentation
• Experience in ADO, IVANTI, SSMS, VISUAL STUDIO, and/or InContact.

Location: Remote

Status: Full time position with company benefits