Software Support Analyst

Lap of Love Veterinary Hospice

Software Support Analyst role at Lap of Love, assisting users with practice management software and troubleshooting issues. Involves collaboration with internal teams and documentation creation.

Posted 5/23/2026full-timeRemote • Florida • 🇺🇸 United StatesJuniorMid-Level💰 $70,000 per yearWebsite

About the role

Key responsibilities & impact

Be the initial point-of-contact for support tickets submitted by Lap of Love users 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’s 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 Lap of Love’s 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)

Requirements

What you’ll need

Minimum of 2 years in a software support role required
Associate of Arts degree or higher preferred
Previous experience utilizing CRM software preferred
Outstanding analytical, problem solving and organizational abilities
Prioritize tasks based on urgency and impact with little direction
Strong attention to detail
Top notch oral and written communication skills
Engage with staff confidently and professionally at all levels and across multiple departments
Self-starter with excellent follow-up skills, knowing what needs to be done and taking initiative to do so without hesitation
Possess an enthusiastic and ambitious attitude
Create concise and detailed technical documentation
Demonstrate a professional demeanor, compassion for clients, control, and confidence in all aspects of the position

Benefits

Comp & perks

Health Insurance Plan (Medical) with 100% employee paid HSA option available
Dental and Vision Plans
Retirement Plan (Traditional 401k with 3% match and Roth 401k)
Paid Time Off
Bereavement Leave
Paid Parental Leave
Company Funded Wellness Resources (Mental, Financial, and Physical)
Life Insurance (Basic, Voluntary, and AD&D)
Short Term and Long Term Disability Insurance
Training & Development
Pet Insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

software supportCRM softwaretask managementQA testingtechnical documentation

Soft Skills

analytical skillsproblem solvingorganizational abilitiesattention to detailoral communicationwritten communicationprofessional demeanorinitiativecompassionadaptability

Certifications

Associate of Arts degree