Software Support

Job Title: Software Support Engineer

Supervisor: Customer Service Manager / Director

Job Description

The Software Support Agent will be part of a talented team within a 21 year old Gainesville based innovative software development company that serves the Orthotics and Prosthetics profession. The Software Support role provides knowledgeable, timely, and personal assistance to customers with questions about the functionality of the OPIE Software suite (OPIE Patient Management, Graphic Scheduler, OPIE Reports, Purchasing & Inventory Web Applications, OPIE Billing, and OPIE Mobile) and the Futura Software suite (Futura, Practitioner Portal, AR and WIP Worklists). Software Support Agents respond to phone, email, and feedback inquiries, provide relevant documentation, and troubleshoot inconsistencies in the applications’ behaviors.

Additionally, Software Support agents manage the implementation process of new customers, escalate software bugs to the Development teams, and engage training staff with complex clinical issues. They assist in coordinating software update roll outs and in the management of Alpha and Beta customers. Software issues requiring development intervention are escalated through JIRA, and technical resources are engaged as needed. Software Support agents participate in root cause analysis as necessary, and are tasked with keeping management apprised of escalated situations.

Along with help desk and troubleshooting operations, Software Support agents are tasked with building and maintaining up-to-date knowledge base resources (both internal and external). They also participate in Agile/Scrum projects.

Essential Functions

  • Provide knowledgeable, timely, and personal customer support to our valued customers
  • Respond to phone, email, and feedback requests
  • Troubleshoot inconsistencies in application behaviors
  • Escalate software bugs to development teams
  • Manage the implementation process of new clients
  • Coordinate software updates and installations
  • Participate in root cause analysis
  • Build and maintain an up-to-date knowledge base resource and help documentation
  • Participate in interdepartmental projects using the Agile/Scrum Methodology
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues


  • BS degree or equivalent experience
  • Proven working experience in customer service
  • Basic knowledge of Windows systems
  • Strong problem-solving and troubleshooting skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • A+ Certification preferred
  • Medical coding/billing experience preferred

How to Apply

Send your resume to, and include a cover letter that describes why you believe you would be a great fit for our company and the position for which you are applying. Keep in mind that we are interested not only in your background and skills, but also in who you are and how you would fit into our team and our vision.

About Our Company, Culture and Growth

OPIE Software was started to make a positive impact on the lives of people.

Our market is predominately small, independently owned companies who care for individuals with various orthopedic disabilities and challenges. Our customers enable their patients with mobility and independence through providing custom made artificial limbs and orthopedic braces. Our software platform provides electronic health records, workflow, billing and practice management to over 1600 orthotics and prosthetics facilities.

We are passionate about creating a culture inside and outside of our organization that promotes personal and professional growth, constantly challenges the status quo, and of course incorporates a little fun!