Support Systems Specialist

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 50,000 compassionate caregivers across 12 states. We’re looking for people who care about others, who are willing to listen, lean in and make impactful change. Each role at Help at Home can have a positive impact in supporting our caregivers and clients. If you are someone who leads with passion and integrity and are looking to join a rapidly growing, industry leading team, Help at Home may be a good fit for you.

Job Summary:

The Support Systems Specialist provides an excellent entry point for individuals looking to gain hands-on experience in customer support operations, system administration, and workflow/process improvement. This role will report to the Knowledge & Support Systems Manager. The Specialist will be crucial to the success of the support team by ensuring seamless communication, accurate information, and positive user experience.

**This position will work from their home office with minimal travel expectations to the Chicago, IL headquarters once a quarter for on-site collaboration and department meetings.

Duties/Responsibilities:

• Manage and organize groups, users, forms, and tickets within support system (Zendesk), ensuring accurate categorization and prioritization.
• Conduct regular audits of Zendesk configurations to maintain accuracy and optimal system performance.
• Monitor SLA adherence and propose improvement suggestions to stakeholders.
• Identify and address any discrepancies or issues in configuration settings.
• Act as a frontline support resource, resolving user issues promptly and effectively.
• Identify opportunities to streamline support platform processes, enhance workflows, and optimize the dissemination of information. 
• Analyze support data and generate reports to identify trends, areas for improvement, or key performance indicators.
• Propose and implement solutions to improve efficiency, accuracy, and user experience and deliver to stakeholders and relevant groups or individuals.
• Oversee the flow of information and knowledge center requests, ensuring timely responses and resolutions.  
• Work closely with content creators, subject matter experts, and other stakeholders to create and review content for accuracy and consistency, ensuring adherence to branding guidelines and style standards. 
• Performs other related duties as assigned.

Education and Experience:

• Bachelor’s degree in Business, Information Systems, Information Technology, Computer Science, Communications, Supply Chain OR relevant work experience
• 2 + years’ experience in business operations with a focus on centralized support
• Experience using customer support and/or help center platforms (Zendesk experience is a plus!)
• Proven experience in content creation, technical writing, or similar. 
• Strong attention to detail and critical thinking skills. 

Required Skills and Abilities: 

• Intermediate skills in all Microsoft Office software, especially in PowerPoint and Excel.
• Strong communication (verbal and written) and interpersonal skills are required to maintain, and cultivate, good relationships with internal and external customers.
• Ability to work in a fast-paced environment.
• Self-motivator with strong customer service focus, organizational skills, attention to detail, advanced problem-solving skills, and exceptional time management skills required.
• Ability to efficiently multi-task – will be simultaneously toggling through multiple systems while remaining engaged with customers, customer support team and/or project calls.
• Enthusiastic about learning and adaptable to changing environments. 
• Ability to take direction, work independently, and contribute to a collaborative team.
• Problem-solving orientation with a focus on continuous improvement. 

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Ability to travel 10% of time; may fluctuate based on business needs

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

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