Software Support Specialist

About the role

Respond to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support. Consult directly with customers via phone, chat, and email, documenting interactions thoroughly, clearly, and concisely. Analyze, troubleshoot, run scripts, provide recommendations, and solve customer requests related to or affecting our software products. Learn core task sets for all features of assigned CGM software products and pass applicable exams. Clearly document customer tickets in the CRM system and follow established processes for CRM use.

Responsibilities

• Respond to all customer and leadership requests in a professional, courteous, and respectful manner.
• Create knowledge base articles for posting onto the customer support site, alerting customers to best practices and providing instructions on software functionality.
• Manage multiple tasks and thrive in a high call volume, fast-paced environment.
• Troubleshoot and use tools available in Windows operating systems to diagnose problems.
• Independently perform research using resources such as the internet and procedure manuals.

Requirements

• Must be available between the hours of 8AM – 8PM EST Monday through Friday.
• Minimum of 1 year of customer service experience.
• Knowledge of Practice Management (PM), medical terminology/medical office workflow, medical billing or insurance, and experience providing technical hands-on support.

Benefits

• Medical, Dental, and Vision insurance.
• 401k with employer matching.
• Personal Time Off to promote work-life balance.
• Modern workplaces with flexible working hours and hybrid work options.

Pay

Position Hourly Range: $18-$20 per hour.