Technical Support Specialist

Job Title: Technical Support Specialist

Location: Pittsburgh, PA

FLSA Status: Non-Exempt

Employment Type: Full-Time

Reports To: Support Analyst Team Supervisor

SoftWriters is on a Mission to Save Lives! As a pioneer and market leader in long-term care pharmacy technology, we are proud to develop complex software and services that help pharmacies to deliver superior patient care to the most fragile population in the U.S. We are passionate about building the best company, achieving the #1 Top Workplace designation in Pittsburgh. We value quality, cultivating diverse teams, delivering successes and results, collaboration, innovation, thought leadership, integrity, teamwork, and growth.

As we grow in size and complexity, we face some distinct challenges that require outstanding leaders and problem solvers. Our culture and our people are our unique differentiator. If you are seeking to join a growing team and making your mark on our noble mission, then you have come to the right place!

Overview

The Technical Support Specialist is a high-energy, dynamic problem solver responsible for providing expert technical product support to clients and IT Partners. This role focuses heavily on helping customers troubleshoot, configure, deploy, and upgrade our API integrations and services in their nuanced Microsoft Windows environments.

Responsibilities

Customer Support

Field customer inquiries related to API features, functionality, and integration. Verify and triage bugs and API product issues. Troubleshoot, identify, and help to resolve network and security issues promptly to minimize downtime for the clientDocument installation procedures, configurations, and troubleshooting steps for reference and knowledge sharing. Technical Expertise: Engage in development discussions to create or improve internal processes and systems. Collaborate with development teams to ensure seamless installations and integration of applications with the web API.Provide practical, hands-on experience in supporting new and modified web application components. Troubleshoot issues related to API usage and connectivityProvide documentation and guidelines for API implementation Technical Leadership: Act as a client champion, maintaining a long-term perspective in client relations. Provide technical leadership in the maintenance and support impacts of strategic API design decisions. Keep up-to date with industry trends, API standards, and best practices

Minimum Requirements

Education: Bachelors degree Information Technology and/or equivalent education as well as experience in computer, software, or a related field Experience: Minimum of 2 years in technical customer support or a related field. Web Technologies: Proficiency in web application troubleshooting, including knowledge of IIS, SQL databases, and security practices. Experience with API management tools (e.g., Postman). Proficiency in RESTful APIs, JSON, and XML.Networking: Understanding of networking concepts (SMTP, TCP/IP, DNS, firewalls). Certifications: CompTIA A+ and CompTIA Network+ certifications preferred. Familiarity with X509 certificates is a plus. Customer-Centric Approach: Strong commitment to providing excellent customer service. Problem-Solving: Ability to analyze complex issues, think critically, and find effective solutions. Communication: Excellent verbal and written communication skills. Hybrid Work Environment:Comfortable working both remotely and on-siteExperience with scripting languages (e., PowerShell) is a plus.

SoftWriters, Inc. is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran status.

Behaviors

Preferred Team Player: Works well as a member of a groupThought Provoking: Capable of making others think deeply on a subjectFunctional Expert: Considered a thought leader on a subjectDetail Oriented: Capable of carrying out a given task with all details necessary to get the task done wellEnthusiastic: Shows intense and eager enjoyment and interestInnovative: Consistently introduces new ideas and demonstrates original thinkingDedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Preferred Job Security: Inspired to perform well by the knowledge that your job is safePeer Recognition: Inspired to perform well by the praise of coworkersSelf-Starter: Inspired to perform without outside helpGrowth Opportunities: Inspired to perform well by the chance to take on more responsibilityGoal Completion: Inspired to perform well by the completion of tasksWork-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of workFlexibility: Inspired to perform well when granted the ability to set your own schedule and goalsFinancial: Inspired to perform well by monetary reimbursementAbility to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)