Foothold Technology is a pioneering software company at the forefront of revolutionizing human services management. With a commitment to empowering organizations serving vulnerable populations, Foothold develops cutting-edge solutions tailored to the unique needs of the social services sector. Our products, AWARDS and Foothold Care Management (FCM), embody our dedication to streamlining operations, enhancing data-driven decision-making, and ultimately improving outcomes for individuals and communities. AWARDS, our comprehensive Electronic Health Record (EHR) system, offers a robust suite of features designed to optimize client care, billing, and reporting processes. FCM extends our impact further, providing a dynamic platform for case management, coordination of care, and holistic client engagement. At Foothold Technology, we blend innovation with compassion, empowering organizations to focus on what matters most: delivering exceptional care and support. Join us in our mission to transform the landscape of human services.

Join the Support team at Foothold Technology, where dedication to providing reliable, timely, and comprehensive support to FCM users is paramount. As a Support Specialist, you will play a crucial role in troubleshooting reported issues, configuring database settings, and ensuring exceptional user experiences. Reporting to the Training and Support Manager, this position also involves collaborating closely with Product & Engineering as subject matter experts and contributing to the testing of new features.

Key Responsibilities and Core Competencies:

• Uphold and model Foothold’s core values, emphasizing customer-centricity and continuous improvement.
• Provide exceptional support to FCM users by communicating effectively with customers, demonstrating professionalism and clarity in responses.
• Utilize support workflows, tools, and procedures to triage and prioritize incoming tickets efficiently.
• Make system updates promptly to resolve support tickets, distinguishing between issues requiring programmer intervention and those suitable for internal resolution.
• Collaborate effectively with cross-functional teams to ensure timely ticket resolutions.
• Proactively contribute to the enhancement of customer experience initiatives, including refining the FCM Resource Center and analyzing support data to inform decision-making.
• Advocate for user needs and contribute to internal projects aimed at improving product usability and functionality.
• Provide backup assistance in manual testing, external client communications, and file synchronization tasks as needed.
• Demonstrate baseline knowledge across all areas of the FCM database, serving as an internal resource and engaging in continuous learning to drive efficiency and maintain high-quality support services.

Qualifications:

• 4-6 years of experience in customer support or technical assistance, preferably in a software environment.
• Strong communication skills with the ability to convey complex information clearly and concisely.
• Proficiency in navigating software systems and troubleshooting technical issues.
• Ability to collaborate effectively in a team environment and prioritize tasks in a fast-paced setting.
• Willingness to adapt to evolving technologies and learn new skills.
• Familiarity with human services or healthcare industry practices is a plus.

The expected range for this position is $60,000 - $80,000 USD. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of bonus or benefits. More information about the salary range specific to your working location and other factors will be shared during the hiring process.