Job description

Support Software Analyst

About Us

We’re proud of our recognitions as a Great Place to WorkTM, Fast Company’s World’s Most Innovative CompaniesTM, and Deloitte Technology Fast 500TM as one the fastest growing companies in North America.

VirtuSense Technologies is advancing the transformation of proactive healthcare for all. We keep loved ones well by providing actionable insights for physicians, caregivers, and families through AI, data, and innovative sensors.

We are a driven team that unites people of all ages and places with a common purpose. We work hard because we’re passionate about improving the quality of people’s lives. We have fun because we see each other as people before coworkers. We succeed because we are committed to working together to create a better future for everyone, not just ourselves. “We’re here, so you’ll be ok.”

Job Summary:

The Support Software Analyst (SSA) will report directly to the Manager of Business Operations. This role will be responsible for maintaining and updating the functionality of VirtuSense Technologies’ (VST) Client Support tools (Zendesk, HubSpot, Monday.com), and establishing and monitoring integrations to other tools in the VST stack as required. This individual will field requests from team leads within the Client Excellence Center, Help Desk, and Product Management and coordinate the service of such requests in an organized manner. This individual will need to have experience operating Customer Support software as an admin and as an operator. The SSA will maintain control of all updates made to VST Customer Support software. Customer Support software updates will be executed in alignment with VST Feature Release Cadence, as established by the VST Development and Product Management Teams. This role is to be conducted 8:30AM to 5:30PM CST. In-person in Peoria, IL is preferred.

Duties/Responsibilities:

• Manage VST Customer Support tools

• Field internal requests for updates to the system

• Triage internal requests received and develop regular release schedule to achieve prioritized feature releases with great efficiency

• Assist in maintenance and updates to VST Knowledge Base

• Monitor Chat Bot and ticket submission integrations to ensure 99% uptime

• Work cross-departmentally to identify areas in which VST internal tooling can be improved

• Coordinate and connect VST tools to one another to allow centralized, high-level reporting to Executive Leadership and seamless function for all VST team members

Required Skills/Abilities:

• Excellent customer service ability proven through positive interaction with VST Associates

• Sound management skills relative to project and program management

• Expedient response to all inbound requests and outstanding organizational skills

• Exemplary written communication skills

• Ability to coordinate and facilitate release schedule for internal tools

• Outstanding documentation and time management skills

• Service driven mentality

• Advanced proficiency in determining the causes of application errors and repairing them.

• Understanding of API integrations, webhooks, and JSON data interchange

• Ability to write JavaScript, preferred

Education and Experience:

• A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.

• 5-7 years’ experience operating customer support software

• 3-5 years’ experience in IT

• Demonstrated experience in Omnichannel Support Application use and management, Zendesk preferred

• Demonstrated experience in Task Management Application use and management, Monday.com preferred

• Demonstrated experience in CRM Application use and management, HubSpot, preferred

• Experience integrating corporate software tools; Monday.com, MS365, Zendesk, and HubSpot preferred

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift 15 pounds at times.

• Must be able to access and navigate each department at the organization’s facilities.

Job Type: Full-time

Pay: $50,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Parental leave
• Professional development assistance
• Referral program
• Relocation assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Peoria, IL 61615: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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