Software Support Specialist

Position Summary 

Array is seeking a Software Support Specialist to join our Application Support Team. The individual will be a key part of our Technology department helping to better support customer facing systems across multiple service delivery models. The Software Support Specialist is responsible for ensuring that clinicians, consumers, and partners can use our tools successfully. This fast-paced position is the perfect fit for an individual looking to grow (and have fun) with a rapidly expanding health care organization.

Organizational Overview

Array is the leading and largest telepsychiatry service provider in the U.S. with a mission to transform access to quality behavioral healthcare. Its size, diversity of services and extensive experience and expertise have helped establish it as an industry thought leader that has helped to shape the field, define the standard of care and advocate for improved telepsychiatry-friendly regulations. To learn how Array can help your organization deliver quality behavioral healthcare, visit arraybc.com.

Job Responsibilities

• Conduct day-to-day service delivery model software support calls to and from our consumers, partners, and clinicians, including local and remote 
• Service Delivery Model (SDM) software including 3 distinct platforms covering:
  • AtHome Service
  • On Demand Service
  • Scheduled Care Service
• Technical support of AtHome SDM Technology Owned Systems including:
  • EMR (athenahealth)
  • Patient registration platform (Phreesia)
  • Audio/Video (Chime)
    • Consumer Test Calls 
    • Consumer personal technology assistance (smartphones, tablets, laptops, Internet)
  • User account creation and decommission
• Technical support of On Demand SDM Technology Owned Systems
  • Account creation 
  • Password Resets
  • Workflows and remote desktop
  • Audio/video issues
• Technical support of Scheduled Care SDM Technology Owned Systems
  • Account creation for clinicians and partners
  • Password resets for clinicians and partners
  • Workflows
  • Audio/video issues
• Problem Solve, Troubleshoot, and Escalate (when necessary) application issues
• Identify and Trend application issues
• Collaborate with Cross Functional Teams for problem resolution
• Capture and document application SOP enhancements in support knowledge base
• Balance incoming support calls, emails, and tickets concurrently
• Triage application support requests based on priority, impact, and urgency
• Escalate and transfer application requests (when necessary)
• Maintain rapport with consumers, partners, and clinicians by displaying a detailed understanding of their support requirements and needs
• Provide general Help Desk overflow support when necessary
• Participate in after-hours/weekends on-call team rotation
• Knowledge sharing/Multi-skilling with Help Desk team and support systems
• All other duties as assigned 

Job Requirements

• Bachelor’s degree in Information Systems, Computer Science, or related field preferred (equivalent work experience acceptable in lieu of degree)
• Technical certification/s (e.g., IT Infrastructure Library (ITIL) Foundation, CompTIA A , Google IT Support, SEMC, HDI-SCA, etc.)
• 1 years’ experience supporting and troubleshooting technical IT issues
• 1 years’ experience supporting and troubleshooting application/software IT issues
• Experience with Video Conferencing platforms (Zoom, BlueJeans, Teams, others)
• Experience troubleshooting via remote desktop
• Experience with Office365 
• Experience using ITSM ticketing system (e.g., Ivanti, Sales Force, etc.) 
• Excellent customer service skills
• Professional, effective, and efficient oral and written communication skills
• Ability to work under pressure and within tight timelines
• Demonstrate empathy with consumers, partners, and clinicians

Ideal Candidate 

• 1 years experience application/software support, looking for their next challenge
• Demonstrates a “Drive for Results” competency
• Demonstrates ability for independent learning on computer systems, server-based applications, and business processes
• Excellent team collaboration and interpersonal skills
• Outgoing personality, Self-starter & independent worker
• Creative problem solver & troubleshooter
• Desire to grow and develop within the organization
• Comfortable working with a remote user-base
• Ability to multitask
• Ability to learn quickly and think outside the box
• Experience using VOIP systems (e.g., RingCentral Contact Center)
• Technical certification preferred (e.g., IT Infrastructure Library (ITIL) Foundation, CompTIA A , Google IT Support, SEMC, HDI-SCA, etc.)
• Healthcare IT experience preferred 

Logistics 

• Several variable shifts available:
  1. 10 AM – 7 PM Eastern
  2. 8 AM – 5 PM Eastern

  3. 11 AM – 8 PM Eastern

• Position available immediately 
• Position based in Mt. Laurel NJ, Chicago IL, or remote
• FLSA Status: Non-exempt, hourly

At Array we strongly value diversity and are committed to equal opportunity and non-discrimination in all policies and practices, including the area of employment.   WE are proud to be an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, Veteran status, gender identity or expression, marital status, genetic information, or any other legally protected status.

EOE M/V/F/D