Operational Software Triage Specialist

Operational Software Triage Specialist Right at Home - 3.6 Omaha, NE Job Details 12 hours ago Benefits Parental leave Qualifications Customer communication Operational analysis Data analysis reporting Triage Business analysis Performance Reporting Mid-level Incident Escalation Trend analysis Data integrity and documentation Continuous improvement Task prioritization Decision making Customer support ticket management Vendor communication Organizational skills Data-driven problem-solving Management reporting Operational excellence initiatives Cross-functional collaboration Escalation handling Process management Leadership Communication skills Cross-functional communication Ticketing system technical support Time management Full Job Description Right at Home is looking for an experienced Operational Software Triage Specialist! In this position you will be responsible for the intake, classification, documentation, and routing of all enterprise technology support requests. This role ensures every request is accurately understood, assigned to the appropriate resolution path, and progresses with clear ownership and next steps. This role partners closely with all support levels and vendors to ensure efficient issue resolution and continuous improvement. Do you enjoy troubleshooting issues and quickly determining the right path to resolution? Are you driven by organizing, prioritizing, and managing incoming requests in a fast-moving environment? Can you analyze problems, communicate clearly, and collaborate across teams to keep operations running smoothly? If you answered YES to the questions above... keep reading and apply today! Right at Home is clear in its mission... "To improve the quality of life for those we serve". You can help us achieve this mission by lending your leadership experience, proactive problem-solving abilities, success in small business and effecting coaching skills to our organization! When you come and work for Right at Home, you are joining a company that values its employees in all aspects of life. We offer a casual work environment, hybrid work availability, flexible time off, parental leave, competitive pay, and so many other great benefits! We are protective of our culture and enjoy working with others who share our core values: Authentic, Accountable, Approachable, Collaborate and Integrity! We aspire to work with colleagues who Get it, Want it and have the Capacity to do it. That means you'll work with people who know what it takes to succeed, strive for excellence and have the skills and knowledge necessary to get the job done right! We use the EOS approach to our business, creating transparency and accountability.

Primary Responsibilities:

Consistently upholds and demonstrates the Right at Home core values: Authentic, Accountable, Collaborative, Integrity and Approachable Owns the intake and triage process for all enterprise technology support requests Reviews and documents each request to ensure clarity, completeness, and accuracy before routing Routes tickets to the appropriate support level (L1, L2, L3, vendor) based on impact, urgency, and issue type Communicates clearly with submitters regarding ticket status, expectations, and next steps Ensure every ticket has a defined owner, next action, and proper categorization before leaving triage Identifies incomplete or unclear submissions and proactively gathers necessary information Monitors intake queues to prioritize requests and prevent aging or delays Escalates ambiguous or non-standard requests when routing criteria are unclear Partners with internal teams and vendors to support efficient handoffs and resolution pathways Identifies recurring issues and trends, escalating patterns for review Supports continuous improvement of intake processes, workflows, and routing logic Assists with reporting and analysis of support data to inform operational improvements Participate in special projects and perform other duties as assigned Successful candidates will have: Knowledge of support operations and triage workflows, including ticket intake, classification, prioritization, and routing Excellent verbal and written communication skills with the ability to set clear expectations and explain decisions Strong judgment and decision-making capabilities in ambiguous situations Ability to manage multiple requests while maintaining accuracy, completeness, and attention to detail Proven customer service mindset with a focus on delivering a positive user experience Strong organizational and time management skills to manage intake volume effectively Ability to analyze ticket data and identify trends to improve intake quality and routing accuracy Collaborative approach to working across teams and support levels Adaptability to evolving tools, systems, processes, and support models Commitment to quality and standards, ensuring complete and accurate documentation and routing Right at Home, a RiseMark Holdings, LLC company, is an equal opportunity employer that celebrates, supports and promotes diversity and inclusion. We will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity, or any other legally protected basis, in accordance with applicable law. INDCORP