Software Support Specialist (Charlotte)
Job Details
Charlotte - Headquarters - Charlotte, NC
Full Time
Up to 5%
Customer Service

How this Role Makes an Impact 

The Software Support Specialist role is an essential piece to our Imagine team, and we are looking for an analytical problem solver to join us! Our Software Support Specialists build genuine relationships with our clients while providing customized client driven solutions. Each representative will work independently with assigned clients, and we have an on-line ticket queue to manage client requests.  


The Imagine team has a reputation for excellence, and we will provide you with the tools needed to succeed in this role. This is an ideal position for someone who craves challenges and is highly motivated to grasp complex software and technical concepts. A medical background is not required but is extremely helpful to immediately make an impact. We are an innovative company that evolves quickly, so come ready to learn at a fast pace!  


Essential Duties 

  • Work independently and communicate effectively with assigned clients, internal staff, and management to provide high quality service 
  • Understand revenue cycle management and applicable medical terminology to interpret and troubleshoot client inquiries   
  • Train and educate clients on how to effectively use products and services to achieve their goals 
  • Use basic SQL skills to navigate complex internal systems and efficiently resolve requests 
  • Be resourceful and willing to investigate urgent problems that require more in-depth knowledge
  • Research and diagnose client’s system requests and execute solutions to resolve requests  
  • Escalate advanced system requests to Tech Support and Software Engineers and ensure items are handled in a timely manner  
  • Consistently meet department performance metrics related to resolution of client support tickets
  • Think outside of the box, and create workaround procedures when necessary 
  • Other duties as assigned 

Education and/or Experience Needed 

  • 4-year degree preferred 
  • Basic SQL skills preferred 

Qualifications You Must Have 

  • Proven client relations ability 
  • Highly motivated to grasp complex software and learn technical material quickly 
  • Excellent verbal and written communication skills 
  • Intermediate-to-Mastery level knowledge of basic Microsoft Office applications 
  • Excellent problem-solving skills 
  • Strong interpersonal and organizational skills 
  • Ability to work independently to meet deadlines and manage multiple projects 
  • Complete an internal certification course to demonstrate mastery of the various billing application our company provides 

Employment Type 

  • Full-Time, Non-Exempt 

Reporting Structure 

  • Lead Client Success Manager 

Work Environment 

  • Working conditions are normal for an office environment. Travel may be required up to 5% of the time. 


At ImagineSoftware, we have a role to play in contributing to an inclusive world. We work every day to lead with our values and beliefs that enable you to develop your potential and bring your full self to the workplace. Our culture of diversity and inclusion enables more creative thinking and better ideas for addressing a more diverse market. We hire driven people from all backgrounds because it makes us a great company, and because it’s the right thing to do. If you share these values, you will find a home at ImagineSoftware.