Software Support Specialist

A Software Support Specialist supports end users of Watershed’s proprietary software platform by fielding support requests and answering phone calls from users to troubleshoot problems that they are experiencing in the system. Our team members have the opportunity to help people feel better and live longer while working on the cutting edge of healthcare technology.

• Previous experience in IT or technical support
• Ability to build rapport with clients
• Strong troubleshooting and critical thinking skills
• Positive and professional demeanor
• Bachelor’s degree preferred
• Technology proficient, including Microsoft Office and Hub Spot
• Outstanding communication skills and comfortable speaking to groups
• Excellent organizational and time-management abilities

• Help customers troubleshoot issues they encounter while using our software and provide actionable tips to resolve the problem
• Send technical documentation to customers as needed
• Refer difficult cases to a senior analyst or support tech
• Make recommendations for customers whose machines cannot support the software
• Provide technical assistance with computer hardware and software
• Resolve issues for clients via phone or electronically
• Refer software defects to our development team
• Track customer issues and resolutions

Excellent telephone etiquette; strong oral and written communication skills; flexibility in changing priorities; comfortable with being independent; ability to work with peers in a team situation;