Software Support Agent

Reports to: Software Support Manager  

What we do at OPIE  

At OPIE Software we develop, maintain, and support practice management software for the Orthotics and Prosthetics profession. O&P Clinics around the world use our software to manage all aspects of the care that they provide, from patient intake, scheduling, EMR documentation, purchasing, patient satisfaction, all the way through fabrication, billing and delivery of a prosthetic or orthotic device to the patient.  

OPIE sees a future where advanced tech, data-driven decisions, and shared best practices empower Orthotic & Prosthetic experts around the world to deliver the highest level of patient care and receive the highest level of professional reward.  

For patients, OPIE means better clinical outcomes and more freedom to live their best life with their family and friends. For practitioners, OPIE means a better business model and protecting the profit that allows their clinics to thrive. For the profession of O&P, OPIE means better information and a stronger community of experts.    

Summary of Position:  

The Software Support Agent will be part of a talented of a Gainesville based innovative software development company that serves the Orthotics and Prosthetics
profession. The Software Support Agent provides knowledgeable, timely, and personal assistance to customers with questions about the functionality of the OPIE Software, Futura Software suite, and other Web Applications. Software Support Agents respond to phone, email, and feedback inquiries, provide relevant documentation, and troubleshoot inconsistencies in the applications’ behaviors using the Knowledge Centered Support Methodology.  

Additionally, Software Support agents escalate software bugs to Development teams through JIRA, and engage training staff with complex workflow and best practice questions. They assist in coordinating software update and feature deployments, and engage technical resources as needed. Software Support Agents participate in root cause analysis as directed, and are tasked with keeping management apprised of escalated situations.  

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  
  • Participate the implementation process of new clients  
  • Coordinate software updates and deployments  
  • Participate in root cause analysis  
  • Build and maintain an up-to-date knowledge base resource and help documentation through Knowledge Centered Support Methodology  
  • 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 cases  
  • Participate in after-hours, on-call, and emergency coverage   

Required Knowledge, Skills & Abilities   

  • 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  
  • Working knowledge of Knowledge Centered Support v6 practices   

How to Apply

Send your resume to our career center on ADP, and include a cover letter that describes why you feel you would be a good fit for our company and the position you are applying for. 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.

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!

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!