Job Description

Classification: Exempt

Schedule: Full-time (40 hours per week)

Location: Remote, working from home

Established in 2009, Lap of Love is the most trusted and most referred company in the veterinary end-of-life space. As the industry leader, we are at the forefront of this emerging field of veterinary medicine. Lap of Love is seeking an attentive and inquisitive Technical Support Analyst to join our software product development team. In this role, you will work closely with the Manager of Product Development to troubleshoot issues and questions users encounter with our proprietary practice management software. The Technical Support Analyst will also perform quality assurance testing of bug fixes and platform enhancements to keep their product knowledge up to date. The successful candidate will possess a strong attention to detail, have an investigative nature, and enjoy collaborating with others.

Essential Functions

• Be the initial point of contact for support tickets submitted by Lap of Love staff and triage appropriately
• Gather information and collaborate with internal subject matter experts as needed to resolve issues reported to the product team
• Manage the lifecycle of tasks they submit to the programmers which include creating the task, testing the fix in the QA environment, communicating its resolution to the user who reported the issue, and supporting deployment of the fix to the Live environment
• Create documentation about Lap of Love\xe2\x80\x99s proprietary software system (Sunshine) as appropriate and memorialize it in our internal knowledge base
• Perform additional tasks when requested by the product team
• Abide by LOV\xe2\x80\x99s Core Values: Truly Love Humanity (humble, help above all else, mindful), Passionate About Culture (adaptable, purpose drive, above & beyond), and Reputational Excellence (professional, self-motivated, reliable)

• Outstanding analytical, problem solving and organizational abilities
• Prioritize based on urgency and impact with little direction
• Strong attention to detail
• Engage with staff confidently and professionally at all levels and across multiple departments
• Software proficiency, particularly with Microsoft products and Google Workspace
• Self-starter with excellent follow-up skills, knowing what needs to be done and taking initiative to do so without hesitation
• Create concise and detailed technical documentation
• Minimum of two years in a software support role
• Operate a computer and type on a keyboard for prolonged periods of time of up to 8 hours per day
• Quickly learn custom software and other programs, such as Sunshine (our proprietary software), GoTo Connect, Microsoft Teams, Google Calendar, and Gmail
• Access to reliable and secure internet
• Maintain confidentiality of all patients, clients, and business information
• Comply with all applicable laws, regulations, policies, procedures, and guidelines

• Operate a computer and type on a keyboard for prolonged periods of time of up to 8 hours per day
• Quickly learn custom software and other programs, such as Sunshine (our proprietary software), GoTo Connect, Microsoft Teams, Google Calendar, and Gmail
• Access to reliable and secure internet
• Maintain confidentiality of all patients, clients, and business information
• Comply with all applicable laws, regulations, policies, procedures, and guidelines

• An Associate of Arts degree or higher
• Previous experience utilizing Zendesk or other CRM software

• Demonstrate a professional demeanor, compassion for clients, control, and confidence in all aspects of the position
• Possess an enthusiastic and ambitious attitude
• Demonstrate excellent written and oral communication and interpersonal skills
• Demonstrate the ability to adapt, think quickly, be decisive, and show strong initiative and self-determination

• 100% Company Funded Health Insurance
• 100% Company Funded Comprehensive Mental Health Support through Modern Health
• 100% Company Funded Gym Memberships, Classes, and Programming through Peerfit
• Dental, Vision, Life Insurance, Long Term and Short Term Disability
• Retirement Plan (Traditional 401k with 3% match & Roth 401k)
• Generous Paid Time Off
• Generous Paid Parental Leave
• Bereavement Leave
• Training & Development
• Pet Insurance
• Remote Work From Home

Lap of Love