Customer Support Specialist

Job Description
As support specialist, you will be responsible for directly helping clients, internal teams, and third party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and also via email. This position is absolutely critical to the frontline community staff that rely on the ALIS support team for assistance and the members of this team take their job of helping people seriously. If you dislike taking phone calls or connecting with people voice to voice - this position is not for you!
ALIS clients are very kind and appreciative of the help the support team gives so this is not a call center or consumer complaint type job - it is a position in which you truly get to know front line workers and assist them in navigating the ALIS software and technology concepts. Individuals that succeed in this position are great on the phone, build strong relationships, have a passion for leveraging technology to solve real world problems, and love finding a way to “say yes”.
Members of the support team also work to develop technical “specialities” related to different parts of the ALIS software (clinical, billing, CRM, integrations, pharmacy, etc.)
Job Responsibilities:
Learning the ALIS Software;
studying each module and learn how to troubleshoot common support issues;
be able to help others learn the software;
Answering phone calls and emails to provide first and second level customer support;
Using internal tools like ZenDesk, Hubspot, JIRA, Google Calendar and more to track support tickets to conclusion;
Learning about the assisted living industry through training with co-workers and interactions with clients
Specializing in one or more areas of the application (clinical, billing, CRM, integrations, pharmacy, etc.)
Participating in on-call (off hours) support responsibilities