Job Description
Software Support SpecialistTitle: Software Support SpecialistType: Full-time (Exempt)Location: Fully Remote (United States)Reports to: Director of Customer SuccessWho We Are:SureCost is the leading provider of pharmacy purchasing and inventory management solutions. Our SaaS platform empowers pharmacies across the nation to streamline their operations, reduce costs, and stay compliant in an increasingly complex and competitive landscape. We are committed to delivering innovative solutions to pharmacies so they can simplify their daily activities and focus on providing the best patient care possible.At SureCost, we think work/life balance should have, well, balance. With team members across the United States, we value the freedom of fully remote work, flex hours, and unlimited PTO are core to how we operate.What You’ll Do:We are seeking a Software Support Specialist who can work in a fast-moving, unstructured, remote environment across multiple applications. They will be responsible for providing SureCost end users with the highest quality software support via inbound customer calls and email inquiries, and are responsible for analyzing problems, researching solutions using available resources, and providing solid answers easily understood by the customers. Customer Support Specialists provide end-user support and training as well as present new services that would help existing customers. In addition, they coordinate with internal teams to ensure our clients are quickly and thoroughly supported within the proper environment to meet their business objectives, and they will coordinate with other team members for handling day-to-day support and provide proactive follow-up that exceeds our clients’ expectations.Responsibilities in this role include:Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancementsProvide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software SolutionsFollow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely mannerTriage, prioritize and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to correct resource as neededSuccessfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issuesFormulate and test alternative or unique solutions to help customers achieve their goalsProactively reach out to existing accounts to check-in and promote knowledge of other servicesIdentify and report bugs and software requests and inform management of recurring problemsContribute to internal knowledge base for current and new team members and provide content for customer help center articlesOn a rotating basis (one week a month), share weekend and nightly on-call for emergency support situationsWhat You’ll Need:3+ years of software/application support experienceClear and concise communication and documentation styleAbility to break down, analyze and solve complex problemsOrganization and time management skills a MUSTMust be self directed and thrive in a fast paced environment with minimal directionExcellent written and verbal communication skillsHuge Plus If You Have:SaaS and/or B2B experienceHealthcare or pharmaceutical industry experienceHubSpot experiencePerks and Benefits:We are proud to offer generous benefits including:Fully RemoteUnlimited PTO (Highly suggested 3-week minimum)Flex Hours100% healthcare premiums covered for employees70% healthcare premiums covered for dependentsLow cost-to-employee vision and dentalAutomatic 3% employer addition to 401k12 weeks of fully paid Parental LeaveTechnology stipend to cover the equipment you need to set up your home officeProfessional development reimbursementThe estimated base salary range for this role is $50,000-60,000/year. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, geographic market, and often a combination of all of these factors. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.SureCost is an equal opportunity employer, dedicated to a policy of non-discrimination on the basis of race, color, religion, sex, national origin, ancestry, age, disability or any other characteristic protected by law.We are required by federal law to verify the identity and employment eligibility of all persons hired to work in the United States. We participate in E-Verify (Employment Verification). We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with the information from each new employee's Form I-9 to confirm work authorization.Please be advised that, if selected for this position, a background check will be conducted as a condition of employment upon acceptance of a contingent job offer.Powered by JazzHRSureCost
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