Software Support Specialist, Tier 1

Job Description

Job Description

Winner of the 2025 Top Long Island Workplace along with Inc. Best Workplaces , eVero Corporation is a cutting-edge software development company. eVero empowers outcomes for both caregivers and individuals with I/DD. With a proprietary software platform that connects the entire care continuum, our easy to-use ecosystem optimizes workflows while increasing transparency and productivity. Continually evolving our offerings to support better health outcomes, we’re a place where innovative technology meets human care.

We are currently looking for a motivated and tech-savvy individual to fill a Support Specialist position in our organization. The Tier 1 Support Specialist is responsible for providing high quality service to all users in our collaborative environment - utilizing phone, chat, and email. Specialists must ensure successful resolution of all issues by either diagnosing or escalating to the next level of service. Follow-up is a critical part of the position to ensure user satisfaction.

Primary Duties & Responsibilities

• Maintaining a high-level customer service by ensuring that the Help Desk provides timely responses to all issues
• Evaluate, troubleshoot, and resolve various technical issues. Escalating unresolved issues when necessary
• Writing detailed documentation and notes, analyze and maintain support requests in our ticketing system. Entries must be accurate and detailed
• Maintain confidentiality regarding data residing on customer databases and networks
• Provide support to users on installations, updates, and upgrades

Qualification & Required Skills

• Experience working in a ticketing system (i.e. ConnectWise, Halo, Zendesk) a plus
• Working knowledge of MS Office products including Outlook, Word, Excel
• Basic knowledge of various devices using our software such as Android OS and Apple OS
• Basic understanding of Active Directory and Group policy, including:
• • Ablilty to create Security roles/memberships
  • Understanding of how each policy, role, and membership work together to create the users
  • Collaborating with Engineers to create policy

Other Skills / Abilities

• Customer-service oriented with excellent problem-solving skills
• Ability to communicate effectively and professionally to clients and coworkers verbally as well as written
• Comfortable working with Vendors and third-party Support
• Exceptional organizational, troubleshooting and time management skills
• Embraces a positive outlook and displays self-initiative

Required Education and Experience

• Holds 1 – 3 years of customer service or related experience
• Possesses a Associates Degree or Certification in a relevant field

Physical Requirements

• Occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds.

eVero is an Equal Opportunity Employer (EOE) and takes great pride in building a diverse work environment. Qualified applicants are considered for employment without regard to age, race, religion, gender, national origin, sexual orientation, disability, or veteran status.

Company Description

When you work at eVero, you are part of a team where collaboration, corporate transparency, and a commitment to culture are paramount. You will be challenged and supported, while given the opportunity to grow and develop in your career.

We are proud to offer a competitive salary with a comprehensive benefits package which include:
* Medical
* Dental
* Vision
* Long-term disability
* 401K
* Paid vacation time
* Cafeteria plan
* Volunteer Time Off

Hard work should always be balanced with fun and quality of life, we also offer the following amenities:
•\tNewly renovated headquarters featuring state of the art technology and a Café
•\tA casual and comfortable work environment
•\tMonthly team building and community outreach events
•\tA coffee bar with a wide array of snacks & trimmings
•\tFully equipped Gym and Cafeteria conveniently located on site
•\tConvenient Long Island location with easy access to the LIE (495) and Route 110

Company Description

When you work at eVero, you are part of a team where collaboration, corporate transparency, and a commitment to culture are paramount. You will be challenged and supported, while given the opportunity to grow and develop in your career.\n\nWe are proud to offer a competitive salary with a comprehensive benefits package which include:\n* Medical\n* Dental\n* Vision\n* Long-term disability\n* 401K\n* Paid vacation time\n* Cafeteria plan\n* Volunteer Time Off\n\nHard work should always be balanced with fun and quality of life, we also offer the following amenities:\n•\tNewly renovated headquarters featuring state of the art technology and a Café \n•\tA casual and comfortable work environment\n•\tMonthly team building and community outreach events\n•\tA coffee bar with a wide array of snacks & trimmings\n•\tFully equipped Gym and Cafeteria conveniently located on site\n•\tConvenient Long Island location with easy access to the LIE (495) and Route 110