Software Support Specialist (Remote)

Full Time

    Job Description

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

    Required Skills/Experience:
    • 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.
    • Prior experience investigating software issues.
    • Prior Scrum experience and experience in an Agile environment
    • Strong interpersonal skills.
    • Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management.
    • Must be a strong team player with excellent written and verbal communication skills in English.
    • Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
    • Strong client focus and collaborative work style
    • Ability to understand and explain technical information
    • Strong oral and written communication skills.

    Preferred Skills:
    • Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
    • Experience in ADO, IVANTI, SSMS, VISUAL STUDIO, and/or InContact.
    • Skill in creating customer facing documentation
    • 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.


    Status: Full time position with full company benefits

    NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.

    Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems’ normal business hours.