[Hiring] Software Support Analyst @Lap of Love

Role Description

Lap of Love Veterinary Hospice seeks to add a key member to its growing team by employing a dynamic Software Support Analyst to support Lap of Love’s Innovation and Technology department. This individual will play an instrumental role in Lap of Love’s day-to-day operations by troubleshooting issues and questions users encounter with our proprietary, practice management software. The Software Support Analyst will also perform quality assurance testing of bug fixes and platform enhancements to keep their product knowledge up-to-date. The successful candidate will possess a strong attention to detail, have an investigative nature, and enjoy collaborating with others.

Essential Functions and Responsibilities

• Be the initial point-of-contact for support tickets submitted by Lap of Love users and triage appropriately.
• Gather information and collaborate with internal subject matter experts as needed to resolve issues reported to the product team.
• Manage the lifecycle of tasks submitted to the programmers, including:
  • Creating the task.
  • Testing the fix in the QA environment.
  • Communicating its resolution to the user who reported the issue.
  • Supporting deployment of the fix to the Live environment.
• Create documentation about Lap of Love’s proprietary software system (Sunshine) as appropriate and memorialize it in our internal knowledge base.
• Perform additional tasks when requested by the product team.
• Abide by Lap of Love’s Core Values:
  • Truly Love Humanity (humble, help above all else, mindful).
  • Passionate About Culture (adaptable, purpose-driven, above & beyond).
  • Reputational Excellence (professional, self-motivated, reliable).

Qualifications

• Minimum of 2 years in a software support role required.
• Associate of Arts degree or higher preferred.
• Previous experience utilizing CRM software preferred.
• Outstanding analytical, problem-solving, and organizational abilities.
• Strong attention to detail.
• Top-notch oral and written communication skills.
• Engage with staff confidently and professionally at all levels and across multiple departments.
• Self-starter with excellent follow-up skills, knowing what needs to be done and taking initiative to do so without hesitation.
• Possess an enthusiastic and ambitious attitude.
• Create concise and detailed technical documentation.
• Demonstrate a professional demeanor, compassion for clients, control, and confidence in all aspects of the position.

Requirements

• Some early mornings or late nights may be required.
• Able to sit for prolonged periods of time of up to 8 hours per day.
• Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email and video conferencing.
• Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen, and type on a keyboard for prolonged periods of time of up to 8 hours per day.
• Able to multitask using multiple computer tabs/platforms while engaging in conversation.
• Average or above average working knowledge of computers, email, video conferencing technologies, and digital medical records.
• Able to quickly learn custom software and other programs, such as Zoom, Sunshine, and Google Suite.
• Average or above average working knowledge of the internet and scheduling and communications applications and software, such as Gmail, Google Calendar, and web-based communication platforms.
• Access to reliable and secure internet.
• Maintain confidentiality of all patient, client, and business information.
• Comply with all applicable laws, regulations, policies, procedures, and guidelines.

Benefits

• Health Insurance Plan (Medical) with 100% employee paid HSA option available.
• Dental and Vision Plans.
• Retirement Plan (Traditional 401k with 3% match and Roth 401k).
• Paid Time Off.
• Bereavement Leave.
• Paid Parental Leave.
• Company Funded Wellness Resources (Mental, Financial, and Physical).
• Life Insurance (Basic, Voluntary, and AD&D).
• Short Term and Long Term Disability Insurance.
• Training & Development.
• Pet Insurance.