Application Support Specialist

Job Title: Support Specialist

FLSA Status: Exempt

Department: Support

Reports To: Director of Support

Summary: Responsible for working with and assisting providers with the use of our Advisor Anywhere software product, offering technical support, troubleshooting, and ensuring optimal user experience all while building positive customer relationships.

Essential Duties and Responsibilities include the following:

1. Act as a point of contact for inbound support phone calls and ticket.

2. Provide excellent support to all customers through various communication methods including but not limited to phone call, email, and remote sessions.

3. Provide assistance to customers to resolve support issues.

4. Guide customers through the setup of the software product for maximum effectiveness.

5. Train customers on functionality and requirements of the software product.

6. Create and maintain product documentation.

7. Create product enhancement tickets for customer requests and/or issues found within the software products.

8. Work across internal teams to advocate and resolve customer needs.

9. Keep current on all software updates and enhancements and DODD rule changes.

Other Responsibilities:

1. Uphold the mission, vision, and values of Primary Solutions.

2. Contribute to a positive company culture.

3. Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

University degree in related field or related experience. Understanding of Ohio I/DD field and/or Advisor a plus.

Language Ability:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent; and to draw and interpret bar graphs.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word Processing software; email; and other standard office applications such as spreadsheet and presentation software.

Certificates and Licenses:

No certifications needed

Supervisory Responsibilities:

No supervisory responsibilities

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee is occasionally required to stand. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Commute:

• Columbus, OH 43219 (Required)

Ability to Relocate:

• Columbus, OH 43219: Relocate before starting work (Required)

Work Location: Hybrid remote in Columbus, OH 43219

Salary : $45,000 - $50,000