Software Support Specialist I

Your Contribution

• Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
• Responds to all customer and leadership requests in a professional, courteous, and respectful manner.
• Consults directly with customers via phone, chat, and email and documents customer interactions thoroughly, clearly, and concisely.
• Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality.
• Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products.
• Learns core task set for all features of assigned CGM software products and passes applicable exams.
• Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.

Qualifications

• Must be available between the hours of 7AM – 7PM CST Monday through Friday
• Minimum of 1 year customer service experience.
• Knowledge of Electronic Healthcare Records (EHR) systems, medical terminology/medical office workflow, medical billing or insurance and experience providing technical hands-on support
• Ability to manage multiple tasks and thrive in a high call volume, 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.

Benefits

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