Software Support Specialist I

Your Contribution

• Provide frontline technical support for the eMDs software suite by assisting healthcare professionals with questions, troubleshooting issues, and guiding them through software functionality.
• Documents customer cases in the CRM system and follows the processes established for CRM use cases.
• Analyzes and troubleshoots customer issues using approved tools and SQL scripts, provides recommendations, and resolves requests related to our software products.
• Consults directly with customers via phone, chat, and email and documents interactions thoroughly and clearly using appropriate grammar and spelling.
• Create knowledge base articles for the customer support site that highlight best practices and provide instructions on software functionality.
• Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.
• Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.

Your Qualification

• Minimum of one year’s customer service experience.
• Available between the hours of 7AM – 7PM Central Time Monday through Friday.
• This position is an onsite, in-office role and requires employees to work from the office location during their assigned shift (Austin, Texas).
• Familiarity with Electronic Health Record (EHR) systems is a plus.
• Ability to thrive in a high call volume environment and multi-task in a fast-paced environment.
• Ability to troubleshoot and use the tools available in the Windows operating systems to diagnose problems.
• Ability to independently perform research using resources such as the internet and procedure manuals.

What You Can Expect From Us

• Purpose: Become a part of a significant initiative. At the intersection of healthcare and digital innovation, we are shaping the future of e-health.
• Equal Opportunity Employer: At CGM, we value our team members and strive to create an environment where everyone has the opportunity to succeed.
• Career Opportunities: We are offering a variety of internal career opportunities and numerous long-term perspectives.
• Security: We offer a secure workplace in a crisis-proof market.
• All-round benefits package: Medical, Dental and Vision as well as 401k with employer matching.
• Personal Time Off to promote work life balance.
• Work environment: Modern workplaces, flexible working hours, hybrid work options and much more.

Pay

Salary expectations should be included in your application.

Schedule

Employees will be assigned an 8-hour shift between 7AM – 7PM Central Time Monday through Friday.