Job Description - Software Support Specialist

Reports To: Director of Customer Support
Location: On-Site (Waco, TX)

Position Type: Full-Time

We are seeking individuals that are a good fit for our company values. In addition, we are hiring candidates that are:

• Positive and encouraging - believing the best in themselves and others
• Desiring to learn and grow - curious and seeking to "get a little better every day"
• Responsible to show up to work consistently
• Persistent/steady in the way they approach their work
• Persistent in fulfilling company/manager expectations
• Able to work collaboratively and independently
• Possessing the intellectual ability and soft skills required to guide clients in the features of the AxisCare software.

Position Summary
The primary objective of the AxisCare Software Support Specialist is to guide and empower our clients to effectively utilize our robust home care software and its many integrations. Becoming a subject matter expert of the user interface side of the AxisCare software is paramount as this position requires prompt, professional, and accurate software support. This position is not a development position (writing code), traditional IT support (maintenance/repair), or a remote call center where agents have a very scripted troubleshooting process. This position requires our agents to have a high level of cognitive, learning, troubleshooting, and social skills. The Software Support Specialist is responsible for handling client inquiries via phone and occasional video calls, emails, and chats while striving to deepen their understanding of the issues at hand while helping our clients grow in their understanding of the software.

Software Support Specialist Job Duties

• Answer the next call or email - Receive and analyze client requests and provide a thorough explanation and/or solution to the request via troubleshooting.
• Manage your work - Follow up with clients and keep notes through ZenDesk
• Report problems - Communicate user issues, program bugs and feature requests with appropriate managers
• Seek out opportunities to learn and grow - View and utilize the multiple internal learning resources
• Help others learn and grow - Create help articles and possibly training videos when assigned for new features and updates
• Do what you say you will do - Arrive to work early/on time to work, follow through on promised call-backs and client meetings.

Minimum Qualifications (Knowledge, Skills and Abilities)

• Professional demeanor and excellent phone etiquette
• Strong problem identification and resolution skills
• Excellent listening skills
• Ability to work individually and as part of a team
• High level of integrity and work ethic
• Proficient navigating computer software programs
• Proficient in written and verbal communication, with ability to type quickly (40+ WPM preferred)
• Ability to receive honest and candid feedback about work performance

Preferred Qualifications (Knowledge, Skills and Abilities)

• Bachelor's or equivalent experience (Preferred)
• Help desk experience: (1 year)
• Windows OS experience (1 year)

Candidates will be asked to complete a brief behavioral and cognitive assessment to help determine job and team fit. 

Software Support Specialist Working Conditions

• Schedule: Monday – Friday, 8am-5pm
• On-call as necessary - work that exceeds 40 hours per week is time and a half
• Manual dexterity required to use desktop computer and peripherals
  

Compensation and Benefits:  

• Competitive salary and comprehensive benefits package.
• Monthly performance incentives based on percentage of individual work completed.
• Annual performance incentives determined by contribution to reaching team goals.   
• Opportunities for professional growth and career development.   
• Health, dental, and vision insurance.   
• 401(k) plan with company matching. 
• Company will provide laptop and other needed computer equipment. 

 
About AxisCare
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.
 
AxisCare was started in 2011 by industry leaders to help meet the demand for a more userfriendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.