Software Support Specialist (CSR)
Company: AxisCare
Location: Waco
Posted on: October 19, 2024
Job Description:
AxisCare is an amazing place to work! The culture at AxisCare is
congruent with our Company Values:
- We Treat Others Well
- We are Driven Towards Excellence
- and we Embrace and Champion Growth.We cultivate a positive work
environment, provide great benefits, and offer many opportunities
for upward mobility within a growing industry.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.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.Software Support Specialist Requirements
- 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
performanceCandidates will be asked to complete a brief behavioral
and cognitive assessment to help determine job and team fit.
Software Support Specialist Working Conditions
- Manual dexterity required to use desktop computer and
peripherals
- Office Hours Monday - Friday 8am-5pm
- On-call as necessary - work that exceeds 40 hours per week is
time and a halfSoftware Support Specialist Compensation
- We pay competitively depending on experience, skills, education
and training. In addition, after 90 days, if successful
understanding and application of training has been attained, the
pay rate may increase. Other pay increase opportunities, such as
incentive bonuses for meeting certain individual and team goals,
also exist (see below).
- Monthly performance incentives based on percentage of
individual work completed.
- Annual performance incentives determined by contribution to
reaching team goals.
- Health Insurance provided to the employee at no cost (medical,
dental & vision).This Company Describes Its Culture as:
- Treating Others Well - servant minded, eager to help, kind,
positive, encouraging, empathetic, respectful, truthful
- Driven for Excellence - coming prepared, offering our best
selves, taking ownership, results oriented, follow through
- Embracing and Championing Growth - owning our craft, curious,
hunger to grow and change, eager for learning, honest about
strengths and weaknesses, feedback seeking, flexible in company
growthJob Type: Full-time On-siteSalary: TBD depending on
experience, qualifications and skills. Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insuranceSchedule:
- 8-hour shift
- Day shift
- Monday to Friday
- On call
- OvertimeEducation:
- Bachelor's or equivalent experience (Preferred)Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)Work Location: Waco, Texas company
headquarters (In person)Powered by JazzHR
PI8e942633389e-37248-34097413
Keywords: AxisCare, Fort Worth , Software Support Specialist (CSR), IT / Software / Systems , Waco, Texas
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