Application Support Analyst - BI (Information Technology)

Join Our Team as an Application Support Analyst at SoftWriters!

Are you passionate about technology and making a real difference in healthcare? At SoftWriters, we empower LTC pharmacies and save lives through innovative IT solutions. 

The Role

The Application Support Analyst is a high-energy, dynamic problem solver responsible for providing expert technical product support to clients, as well as troubleshooting complex software application issues quickly and effectively. Must have an understand of BI products and dashboards. Duties involve responding to clients promptly and professionally, accurately documenting issues and resolutions, and collaborating with clients and internal employees to solve complex technical problems and ensure a world class customer experience.

Responsibilities:

• Provide customer focused product support to Softwriters customers – interacting with end users at all levels
• Answer product questions and resolve technical issues daily via phone, email, and/or remote access
• Promptly and professionally troubleshoot, diagnose, and resolve software problems and educate users on resolutions Ensure end user needs are met with consistently high quality of service
• Research technical issues, error codes & software bugs in a timely manner and follow up directly with the customer offering recommendations, action plans and troubleshooting instructions
• Escalate cases when customer satisfaction comes into question
• Ensure compliance with Softwriters core values, standards, methodologies, and techniques
• Works as part of a high-performing support team to help optimize user experience
• Handle technical queries using SQL (MSSQL) and resolve issues related to
• Engage appropriate resources to resolve technical issues and update clients on progress toward resolution
• Fully document each client issue/resolution
• Work on special projects to improve operating efficiency of technical/applications support
• Participate in the on-call support rotation and ad hoc evening rotation and off hour projects

Other duties as assigned

Minimum Requirements:

• Bachelor's degree and/or equivalent education as well as experience in a computer, software, or a related field
• 1+ year of experience in troubleshooting software application and work-flow process problems
• Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers
• Experience with Azure Application Support Environments
• Experience with Tableau and other report writing applications
• Ability to empathize with frustrated customers as well as handle difficult conversations and interactions
• High technical aptitude - ability to quickly learn new software, technologies, and skills
• Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment
• Dependable and proficient attention to detail
• Resourceful and able to take ownership of and follow through on client issues until resolution is achieved
• Ability to effectively communicate and coordinate with peers and Senior Management when required
• Ability to speak effectively in interpersonal situations
• Excellent verbal and written communication skills
• Strong organizational skills, attention to detail and technical judgment
• Availability to work various shifts between 8:30 m. and 8:00 p.m.
• Availability to participate in non-business hours on-call rotation (Once every 5-8 weeks)

Why SoftWriters?

• Mission-Driven: Our mission is simple yet powerful: Empower LTC Pharmacies, Save Lives.
• High-Tech Office: Our new, open, high-tech office on the North Shore of Pittsburgh offers stunning views of the city and is located directly on the water.
• Work-Life Balance: Enjoy our hybrid work policy with paid parking and core office days on Tuesday, Wednesday, and Thursday, flexible hours, and a Remote-Work Bank for remote work on core office days.
• Competitive pay and benefits including 100% paternity leave, floating holidays, 401k match, and more
• Core Values:
• Innovators, Thought Leaders, Teachers: We foster a culture of continuous learning and innovation.
• Accountability and Ownership Delivers Results: We believe in taking responsibility and delivering excellence.
• Customers Determine Our Success: Our customers are at the heart of everything we do.
• Operate with Unyielding Integrity: We uphold the highest standards of honesty and ethics.
• One Team, Family Spirit: We work together, support each other, and celebrate our successes as a family.

Note: This position will not sponsor VISA and is hybrid based in Pittsburgh.

At SoftWriters, you will only be limited by the bounds that you set for yourself. If you work at a place that you love, Sundays will no longer be dreaded. Come be a part of a team where your passion for technology, leadership, and customer service will make a real impact.

Ready to make a difference? Apply now and join!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

 This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Customer Success