Customer Applications Support Specialist

Description

The Customer Applications Support Specialist plays a critical role in delivering a positive customer experience through the effective support of Lifeworks-selected software applications. This role serves as a subject-matter expert for customer-facing platforms and collaborates closely with information technology, finance, compliance teams, and external vendors as needed. The Specialist is responsible for maintaining the accuracy and integrity of data and reports within customer applications, while driving continuous improvement of systems, processes, and procedures.

Position Title: Customer Applications Support Specialist

Department: Payroll

Hours: Full-time; 40 hours/week, Monday – Friday (non-exempt)

Location: Lifeworks Services – Richfield, MN (Hybrid)

Compensation: $23.73 to $26.69 per hour

Bonus Eligible: Yearly

What we offer employees

Lifeworks offers a comprehensive benefits package which includes:

• 18 days of PTO accrued in the first year of employment
• 11 paid holidays (New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and a Personal Holiday)
• Medical, dental, vision, life, AD&D insurance, short & long-term disability coverage
• Health Savings Account (HSA), Flexible Savings Account (FSA), and prescription drug coverage
• Up to $3,000 annually in tuition reimbursement and student loan forgiveness when eligibility requirements are met
• 403(b) retirement plan – Lifeworks contributes 3% of your salary and matches up to 4% of employee contributions
• Employee Assistance Program (EAP)

Why Work at Lifeworks

Lifeworks is an industry leader on the forward edge of partnering with people with disabilities in innovative, person-centered ways. Disability inclusion is our true north, guiding every service we provide and ensuring that people with disabilities have opportunities, can thrive, and defy expectations. The Lifeworks Team is collaborative, passionate, and strategic, using a person-centered approach to increase access in our communities.

You’ll succeed in this role if you:

• Are capable of performing the essential functions of the job, with or without reasonable accommodations.
• Have familiarity with relevant technologies, including databases, electronic health record systems, timekeeping applications, and ticketing software.
• Can quickly and effectively diagnose and resolve user issues.
• Demonstrate creative problem-solving skills and think outside the box to address unique or complex issues.
• Communicate technical information clearly and effectively to non-technical customers.
• Use active listening skills to accurately understand customer issues and concerns.
• Are proficient in creating and maintaining clear, detailed documentation and user guides.
• Address customer needs and frustrations with patience, empathy, and professionalism.
• Respond promptly to customer requests and deliver timely solutions.
• Effectively manage multiple tasks and priorities to ensure timely issue resolution.
• Possess strong interpersonal and relationship-building skills.
• Are comfortable training customers on how to use applications effectively.
• Demonstrate a willingness to continuously learn and stay current with evolving technologies and application updates.
• Are highly organized with excellent attention to detail.
• Can work independently with strong time management skills.
• Collaborate effectively with others to achieve shared goals and objectives.
• Are skilled at establishing and maintaining strong internal and external relationships.
• Are able to pass a Department of Human Services background study, drug test, and have reliable transportation for work-related travel (e.g., in-office work, on-site training locations).

How you’ll be spending your time:

• Supporting customers who have questions or encounter issues with software applications by troubleshooting, diagnosing technical problems, and providing effective solutions or workarounds.
• Managing and tracking incidents and service requests through a ticketing system, ensuring issues are resolved within established service-level timeframes and communicating status updates to users.
• Investigating, addressing, and resolving technical application issues to minimize disruption and improve customer experience.
• Gathering and documenting user feedback to identify trends and opportunities for system enhancements and process improvements.
• Safeguarding confidential information in compliance with HIPAA, internal policies, and applicable state and federal employment regulations.
• Educating external customers and internal support teams on effective application usage through training materials, workshops, and one-on-one assistance.
• Monitoring application performance to ensure systems are operating smoothly and reliably.
• Collaborating closely with the information technology team and external vendors to escalate customer issues, report bugs, recommend enhancements, and coordinate change requests or required approvals.
• Creating, maintaining, and updating application documentation, including user guides, troubleshooting resources, and knowledge base articles.
• Serving as a subject-matter expert for customer-facing applications and partnering cross-functionally to support reporting and resolve complex issues.
• Performing other related duties as assigned.

Requirements

• High school diploma required, plus a minimum of three (3) years of experience in customer service, IT help desk support, and/or human services operations.
• Experience creating training materials in multiple formats and delivering training both in person and remotely.
• Fluency in English, both verbal and written.
• Bilingual or multilingual skills preferred.
• Proficiency in the Microsoft Office Suite.
• Experience with Cashe timekeeping software preferred but not required.

Equity Statement:

Lifeworks strives to be radically accessible, diverse, equitable, and inclusive. We appreciate the vibrancy of differences, center the voices of silenced and marginalized people, and champion universal rights.

Lifeworks Services is committed to hiring people from a variety of diverse cultures with diverse life experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, familial status; genetic information, or any other characteristic protected by law.

Lifeworks Services is an equal opportunity employer, and we encourage members of diverse groups to apply.

We are committed to an inclusive and accessible hiring process. If you need an accommodation to apply or participate in an interview, please contact us at [email protected] or 651-454-2732, and we will be happy to support you.