Technical Support Specialist

Technical Support Specialist - SoftWriters
 
More than a technology company.
 
Empower LTC Pharmacies.

Save Lives.

Build the Future of Healthcare Technology.
 
About SoftWriters
 
SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately.

As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care.
 
The Opportunity
 
We're seeking a Technical Support Specialist to join our growing team and help shape the future of healthcare technology.
SoftWriters is on a Mission to Save Lives! As a pioneer and market leader in long-term care pharmacy technology, we are proud to develop complex software and services that help pharmacies to deliver superior patient care to the most fragile population in the U.S.

We are passionate about building the best company, achieving the #1 Top Workplace designation in Pittsburgh.

We value quality, cultivating diverse teams, delivering successes and results, collaboration, innovation, thought leadership, integrity, teamwork, and growth.
 
The Technical Support Specialist is a dynamic problem solver responsible for providing expert technical product support to clients and IT Partners.

This role focuses heavily on helping customers troubleshoot, configure, deploy, and upgrade the SoftWriters suite of products.
 
Location: Hybrid - Pittsburgh, PA
Reports To: Manager, Application Support
 
What You'll Do


* Meets with customers/technical representatives to uncover their goals, challenges, and processes that directly tie into higher-level troubleshooting of inquiries.


* Identifies and makes recommendations to customers on best practices for customer side technology that can improve efficiency, reduce costs, or mitigate pain points.


* Analyze customer architecture as part of the higher-level assessment to get to the source of complex issues.


* Acts as a Liaison for customers to convey hardships of escalated inquiries and works with product and development to get to the source of these inquiries to collectively and strategically move forward in the most meaningful direction.


* Acts as the SME for Customer Support on IT infrastructure, performance, and security issues.


* Guides and Mentors analysts through in-depth complex troubleshooting.


* Able to understand the impact of third-party applications and hardware that create unique client-side issues (i.e.

Antivirus, Security Appliances, Firewall, Active Directory Policies, Citrix style environments).


* Explain technical solutions in a clear and understandable way.

(No Jargon, breaking things down to the technical level of your audience without offense.)


* Help guide team on latest security protocols by guidance of our IT team to ensure our team is prepared for potential security vulnerabilities.


* Documents complex material of past inqui...