Technical Support Specialist

This is a Wisconsin-based role.

Want To Make A Difference - Join Our Awesome Team!

Check us out at www.smartcaresoftware.com

We are looking for someone that can hit the ground running. We hire smart people that can tell us what to do. Someone that will start making a difference day-one working for a fast-growing healthcare software company in the Chippewa Valley area. Smartcare Software is the leading platform for home care and we are changing the way home care is delivered in the U.S. and passion for being the best is at the center of everything we do.

Job Description
You are a high-energy, people person that loves to help people solve problems and be the front-face of Smartcare. As a Technical Support Specialist, you will interact daily with our customers to help them fully utilize the system to grow their business. You will interact over the phone, video chat, and/or via email and chat ensuring that customers receive the best possible service.

Responsibilities
As a critical part of Smartcare’s Customer Support team, you will be the first contact point of our customer's questions handling inbound and outbound customer queries via phone, live chat, and email. You will use your system expertise to guide and educate the customers through various self-help options and articles, performing logical troubleshooting, and software support. Using Zoho Desk and CRM, accurately documenting call engagements and confirming issue resolution with customers. And above all, you are always striving to make our customers happier!

Required Technical and Professional Expertise

· A great attitude and a team player. A strong commitment to helping our customers do their best.

· Outstanding communication skills - written and spoken.

· Strong problem-solving skills and knowledge of web applications and systems.

· No fear of technology and new systems (technical support experience is a huge plus)

· Experience supporting SaaS Enterprise Applications (Salesforce, Zendesk, Jira. etc.)

· Initiative, courtesy, and professionalism to resolve most customer issues on the first contact.

· Writing/web content creating an experience is a plus.

· Resourceful, friendly, quick-thinking, and empathetic should be some of the adjectives used to describe you.

Must-Haves

· High Integrity, Organized, Punctual, and Reliable. Must maintain a regular work schedule.

· Software troubleshooting and configuration

· Persuasive communication skills, verbal, written, and presentation

· Bachelor’s or Associate’s degree preferred, not required

· 2 years’ experience in customer support or similar role.

Position Details:

· Full-time position

· Hybrid office and remote position (fully remote during COVID-19)

· Competitive compensation

· Benefits include but not limited to: Paid Holidays, PTO, 401K, Incentives, HAS account, STD, LTD, Group Life, etc. Awesome environment, even more, awesome people, some fun, definitely some hard work, and working for a company with a mission to help business owners, caregivers, and patients every day.

Culture:
We believe in culture. We focus on culture. Culture is a priority at Smartcare. We are not only looking for someone with the abilities described above for the position but more importantly the right fit for Smartcare and our culture. Smartcare is made up of smart, passionate, committed people that shape us. We drive to find put the "Right Person in the Right Seat" throughout the company. We are looking for someone with core values aligned with ours:

Integrity - Do the "Right" Thing

Experience - Service the Customer First

Lead - It Begins with Self

Passion - Deliver Excellence Every Day

Drive - Maintain an Edge Above the Rest

About Smartcare Software, Inc.

Headquartered in Eau Claire, WI, SMARTcare Software is a complete SaaS Electronic Medical Record (EMR) and point-of-care platform developing transformative technologies to support the future of home care in the post-acute and long-term care markets. SMARTcare’s sophisticated connected technologies and advanced proactive analytics produce better patient outcomes, simplify back-office functions, and ultimately drive higher profitability for providers. By leveraging the latest research in machine learning (ML), gamification, and advanced automation, SMARTcare is solving home care’s staffing and retention crisis while providing a superior user and client experience. SMARTcare solutions drive the best practices in care while increasing the engagement of caregivers, patients, and patient family members, leading to improved outcomes and increased satisfaction.

At this time, Smartcare is not currently hiring individuals for this position who now or in the future would require sponsorship for employment visa status.

Equal Opportunity Statement
Smartcare is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Smartcare is also committed to compliance with all fair employment practices.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible spending account
• Health savings account
• Life insurance
• Paid time off
• Parental leave

Schedule:

• Monday to Friday
• On call

Application Question(s):

• This is a Wisconsin-based role, Are you based in Wisconsin?

Education:

• Associate (Preferred)

Experience:

• Software Tech Support: 3 years (Preferred)
• Customer service: 3 years (Preferred)

Work Location: In person