Technical Support Specialist

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, the company combines meaningful work with a collaborative culture where contributions directly impact patient care. The Technical Support Specialist is a dynamic problem solver responsible for providing expert technical product support to clients and IT partners, focusing on helping customers troubleshoot, configure, deploy, and upgrade the SoftWriters suite of products. Location: Hybrid - Pittsburgh, PA. Reports to: Manager, Application Support.

Responsibilities

• Meets with customers/technical representatives to uncover their goals, challenges, and processes that directly tie into higher-level troubleshooting of inquiries.
• Identifies and makes recommendations to customers on best practices for customer side technology that can improve efficiency, reduce costs, or mitigate pain points.
• Analyze customer architecture as part of the higher-level assessment to get to the source of complex issues.
• Acts as a Liaison for customers to convey hardships of escalated inquiries and works with product and development to get to the source of these inquiries to collectively and strategically move forward in the most meaningful direction.
• Acts as the SME for Customer Support on IT infrastructure, performance, and security issues.
• Guides and Mentors analysts through in-depth complex troubleshooting.