Application Support Analyst
About the role
SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately. As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care. The Opportunity: We're seeking an Application Support Analyst to join our high-performing support team and serve as a trusted technical resource for our customers and IT partners. In this role, you will own the full support lifecycle — troubleshooting, configuring, deploying, and upgrading API integrations and services across complex Microsoft Windows environments — while delivering an exceptional customer experience at every touchpoint.
Responsibilities
- Provide customer-focused product support via phone, email, and remote access — interacting with end users at all levels
- Troubleshoot, diagnose, and resolve software problems promptly and professionally, educating users on resolutions
- Research technical issues, error codes, and software bugs, then follow up directly with customers offering recommendations and action plans
- Handle technical queries using SQL (MSSQL) and resolve issues related to integrations and services
- Escalate cases appropriately when customer satisfaction is at risk and engage the right resources to drive resolution
- Fully document each client issue and resolution to support team knowledge and continuity
- Participate in the on-call support rotation, including ad hoc evening and off-hours coverage
- Contribute to special projects that improve the operating efficiency of technical and application support
Requirements
- Bachelor's degree and/or equivalent education and experience in a computer, software, or a related field
- Experience in troubleshooting software application and workflow process problems
- Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers
- Ability to empathize with frustrated customers as well as handle difficult conversations and interactions
- High technical aptitude — ability to quickly learn new software, technologies, and skills
- Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment
- Exceptional critical thinking and excellent multi-tasking skills
- Dependable and proficient attention to detail
- Resourceful and able to take ownership of and follow through on client issues until resolution is achieved
- Ability to effectively communicate and coordinate with peers and Senior Management when required
- Excellent verbal and written communication skills with the ability to speak effectively in interpersonal situations
- Strong organizational skills, attention to detail, and technical judgment
- Availability to work various shifts between 8:30 a.m. and 8:00 p.m.
- Availability to participate in non-business hours on-call rotation (once every 5–8 weeks)
Preferred Qualifications
- Familiarity with LTC pharmacy workflows or healthcare technology environments
- Experience with API integrations and Microsoft Windows server environments
- Prior experience in a SaaS or