Software Support Analyst I

Job not on LinkedIn

October 31

Apply Now

Receive Emails with Similar Jobs

MatrixCare

WebsiteLinkedInAll Job Openings

Healthcare Insurance • SaaS • Enterprise

MatrixCare is a company that provides comprehensive software solutions tailored for home and long-term care providers. Their products aim to enhance operational efficiency, clinical care, and financial performance by offering tools that support aspects such as data analytics, interoperability, regulatory compliance, and customer relationship management. These solutions are designed for various forms of care including home health, hospice, skilled nursing, senior living, life plan communities, and palliative care. Their robust platform helps care organizations optimize revenue cycle management and ensure smooth transitions of care.

501 - 1000 employees

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

📋 Description

• Provide effective software support to clients and customers reporting problems with MatrixCare and supporting products • Incoming and outbound calls as well as working out of Salesforce helpdesk Queue • Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions • Perform basic and advanced troubleshooting and problem replication to identify/verify underlying cause of customer reported problems • Utilize experience, knowledge base, user guides, and other internal resources to resolve application and technical issues • Contribute to the maintenance and improvement of knowledge base as a tier one resource • Escalate calls to second tier analyst according to defined support processes • Perform assigned tasks such as testing reported issues, webinars, and mentoring • Demonstrate proactive communication to clients after identifying common issues reported to support • Contribute to the monthly team goals • Participate in paid after hour on-call rotation

🎯 Requirements

• Excellent customer service skills • Good problem-solving and prioritization abilities • Excellent verbal and written communication skills • Basic computer skills • Ability to work in a team environment • Ability to multi-task • Knowledge of software support methodologies and/or the post-acute healthcare industry is preferred • Home health or clinical experience is preferred • Bachelor’s Degree or equivalent work experience • 1-2 years' experience working with software support • Prior Helpdesk experience a plus

🏖️ Benefits

• comprehensive medical, vision, dental, and life • AD&D, short-term and long-term disability insurance • sleep care management • Health Savings Account (HSA) • Flexible Spending Account (FSA) • commuter benefits • 401(k) • Employee Stock Purchase Plan (ESPP) • Employee Assistance Program (EAP) • tuition assistance • 15 days Paid Time Off (PTO) in the first year • 11 paid holidays plus 3 floating days • 14 weeks of primary caregiver or two weeks of secondary caregiver leave