Software Support Specialist I

About the role

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.
• Creates 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.

Requirements

• Minimum of one year’s customer service experience.
• Must be available between the hours of 7AM – 7PM Central Time Monday through Friday. (Employees will be assigned an 8-hour shift between these hours.)
• 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.

Benefits

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

Equal Opportunity Employer: At CGM, we value our team members and strive to create an environment where everyone has the opportunity to succeed.

We offer a secure workplace in a crisis-proof market and a variety of internal career opportunities with numerous long-term perspectives.