Software Support Analyst

Schedule: Monday - Friday; 8AM - 5PM

Classification: Full Time - Exempt

Salary: $70,000

Reports To: Software Support Manager

Department: Innovation and Technology

Travel Required: Yes - 2%; semiannual travel to Florida for department on-sight meetings (up to 3 days each trip)

Location: Remote

Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

Position Description

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a dynamic Software Support Analyst to support Lap of Love’s Innovation and Technology department. This individual will play an instrumental role in Lap of Love’s day-to-day operations by troubleshooting issues and questions users encounter with our proprietary, practice management software. The Software Support Analyst will also perform quality assurance testing of bug fixes and platform enhancements to keep their product knowledge up-to-date. The successful candidate will possess a strong attention to detail, have an investigative nature, and enjoy collaborating with others.

Essential Functions and Responsibilities

• Be the initial point-of-contact for support tickets submitted by Lap of Love users and triage appropriately
• Gather information and collaborate with internal subject matter experts as needed to resolve issues reported to the product team
• Manage the lifecycle of tasks they submit to the programmers which include creating the task, testing the fix in the QA environment, communicating its resolution to the user who reported the issue, and supporting deployment of the fix to the Live environment
• Create documentation about Lap of Love’s proprietary software system (Sunshine) as appropriate and memorialize it in our internal knowledge base
• Perform additional tasks when requested by the product team
• Abide by Lap of Love’s Core Values: Truly Love Humanity (humble, help above all else, mindful), Passionate About Culture (adaptable, purpose drive, above & beyond), and Reputational Excellence (professional, self-motivated, reliable)

Experience, Education, and Requirements

• Minimum of 2 years in a software support role required
• Associate of Arts degree or higher preferred
• Previous experience utilizing CRM software preferred
• Outstanding analytical, problem solving and organizational abilities
• Prioritize tasks based on urgency and impact with little direction
• Strong attention to detail
• Top notch oral and written communication skills
• Engage with staff confidently and professionally at all levels and across multiple departments
• Self-starter with excellent follow-up skills, knowing what needs to be done and taking initiative to do so without hesitation
• Possess an enthusiastic and ambitious attitude
• Create concise and detailed technical documentation
• Demonstrate a professional demeanor, compassion for clients, control, and confidence in all aspects of the position

Physical and Other Job Requirements

• Some early mornings or late nights may be required
• Able to sit for prolonged periods of time of up to 8 hours per day
• Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email and video conferencing
• Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
• Able to multitask using multiple computer tabs/platforms while engaging in conversation
• Average or above average working knowledge of computers, email, video conferencing technologies, and digital medical records
• Able to quickly learn custom software and other programs, such as Zoom, Sunshine, and Google Suite
• Average or above average working knowledge of the internet and scheduling and communications applications and software, such as Gmail, Google Calendar, and web-based communication platforms
• Access to reliable and secure internet
• Maintain confidentiality of all patient, client, and business information
• Comply with all applicable laws, regulations, policies, procedures, and guidelines

This job posting is not intended to be an exhaustive list of duties, but it aims to highlight the typical main responsibilities of the position. At the request of their supervisor, this individual may be asked to perform additional duties or take on additional responsibilities to better meet the needs of their department.

• Health Insurance Plan (Medical) with 100% employee paid HSA option available
• Dental and Vision Plans
• Retirement Plan (Traditional 401k with 3% match and Roth 401k)
• Paid Time Off
• Bereavement Leave
• Paid Parental Leave
• Company Funded Wellness Resources (Mental, Financial, and Physical)
• Life Insurance (Basic, Voluntary, and AD&D)
• Short Term and Long Term Disability Insurance
• Training & Development
• Pet Insurance