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Software Support Specialist at CodeMetro, Inc

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Monrovia, California

Job Description:

Role & Responsibilities: As a CodeMetro Software Support Specialist, you will, but are not limited to -

  • Learn our practice management software, NPAWorks, in conjunction with best practices, policies and procedures around the use of NPAWorks and how they apply to the business operations of our customers.

  • Build strong relationships with your customers by understanding and proactively responding to their business needs

  • Independently support existing NPAWorks customers on the phone, via email, and with various on-line meeting tools.

  • Train CodeMetro new hires on NPAWorks

  • Work collaboratively with Engineering and Development on any assigned patron custom development needs

  • Train as needed on the customized features and/or reports

  • Provide telephone, email, and online remote technical support to NPAWorks patrons

  • Follow-up with customers on any questions, unresolved issues, updates, or as needed.

  • Complete UAT testing tasks for bugs, new features, software performance, data changes, and after deployment testing

  • Responsible for maintaining cases and daily tasks in the CRM and TFS

  • Complete performance testing on new builds before they are released to production.

  • Responsible for managing new site deployments.

  • Manage the lifecycle of all 3rd party integrations.

  • Route feature requests, bugs, training requests, data fixes, and data imports to appropriate departments.

  • Escalate critical high tickets that are not meeting the response time SLA.

Skills & Qualities:

  • Excellent customer service skills

  • Strong written and verbal communication skills

  • Strong analytical and problem solving skills

  • Great people skills and a desire to work with people

  • Well organized and able to prioritize multiple projects

  • Self-motivated and able to learn independently

  • Detail orientated

  • Computer proficiency required



  • Functional Expert: Considered a thought leader on a subject

  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well


  • Team Player: Works well as a member of a group

  • Dedicated: Devoted to a task or purpose with loyalty or integrity



  • Self-Starter: Inspired to perform without outside help

  • Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

See job description