Associate Software Support Representative (Remote - US)

Nextech; Northern (KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Annual bonus

401(k) with employer match

Paid time off & holidays

11 paid holidays

Wellness programs

Employee assistance program

Job summary

Nextech in the United States is seeking a Product Support Representative to provide frontline support for Nextech software in medical offices. You will respond to calls, emails, and error reports, resolving issues with known solutions and escalating complex cases as needed.

All activities must comply with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations. The role emphasizes excellent customer service, documentation, and collaboration within the team.

Qualifications

• 1 year of experience in a software troubleshooting role with customers.
• Excellent technical skills, including basic computer skills.
• Strong interpersonal, written, and verbal communication skills.
• Demonstrated ability to constructively work within a team environment.
• Proficient skills in using the Microsoft Office Suite (Access, Excel, Outlook, PowerPoint, and Word)
• Excellent customer service skills.
• Ability to type at a rate of 30 WPM, with 90% accuracy.

Responsibilities

• Develop proficiency in Nextech software functionality and learn how it is leveraged in a medical office setting.
• Answer incoming calls from the support queue.
• Reply to support emails in a timely fashion.
• Fully document and resolve incomplete incidents in a timely manner following Nextech guidelines.
• Schedule and perform upgrades of the Nextech software.
• Investigate software exceptions and error reports following Nextech support guidelines.
• Provide exceptional customer service.
• Maintain detailed notes and documentation for each support incident in ticketing system.

Skills

Customer service

Technical troubleshooting

Communication

Team collaboration

Typing 30 WPM

Education

Bachelor's degree

Tools

Microsoft Office Suite

Zoom Contact Center

Job description

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [e-mail].

This position is open within all states in the United States except for California.

Job Summary

The Product Support Representative is responsible for the support of Nextech software applications, ensuring timely response to and resolution of customer questions and issues in order to maintain customer satisfaction. This representative will provide frontline support for incoming calls, emails, and error reports. The Product Support Representative resolves software issues and questions with known solutions and escalates advanced issues through appropriate channels.

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.

In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:

Essential Functions

• Develop proficiency in Nextech software functionality and learn how it is leveraged in an medical office setting
• Answer incoming calls from the support queue
• Reply to support emails in a timely fashion
• Fully document and resolve incomplete incidents in a timely manner following Nextech guidelines
• Schedule and perform upgrades of the Nextech software
• Investigate software exceptions and error reports following Nextech support guidelines
• Provide exceptional customer service
• Maintain detailed notes and documentation for each support incident in ticketing system

Minimum Requirements

• 1 year of experience in a software troubleshooting role with customers
• Excellent technical skills, including basic computer skills
• Strong interpersonal, written, and verbal communication skills
• Demonstrated ability to constructively work within a team environment
• Proficient skills in using the Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, and Word)
• Excellent customer service skills
• Ability to type at a rate of 30 WPM, with 90% accuracy

Preferred Qualifications

• Bachelor's degree
• Salesforce experience
• Experience using Zoom Contact Center (or similar) in a call center environment.
• Ability to type at a rate of 50 WPM, with 95% accuracy

Working Environment/Physical Demands

• Working Environment:
• Long-distance or air travel as needed – not to exceed 10% travel.
• Physical Demands:
• Activities require a significant amount of work in front of a computer monitor

Overview of the end-to-end interview process:

• One-Way Video Interview: When a candidate profile is selected to proceed forward, candidates will receive an invitation with a link to complete a brief one-way video interview. This interview includes 5-6 questions and should take less than 15 minutes to complete.
• Assessment: Skill-based assessment through our vendor Criteria. This assessment will take approximately 20 minutes to complete.
• Hiring Manager Interview: When a candidate is selected to be scheduled for a 45–60-minute Hiring Manager Interview.
• Team Interview: When a candidate is selected to proceed forward, they will receive an invitation to be scheduled for a 60-minute team interview.
• Final Selection: When a candidate has completed the Team Interview our team will make our determination on hiring.

Total Rewards

Generous annual bonus opportunity

401(k) with Employer Match

Paid Time Off & Holidays: 40 hours of paid personal time beginning January 1st of each year; 15 days of accrued PTO (increasing with years of service)

11 paid holidays

Your Day Your Way - Celebrate a day of cultural or social significance to you

Access to Linkedin Learning courses for professional development

Insurance: Choice of Medical, Dental, and Vision plans

Health Savings Account with employer match

Flexible Spending Account

100% Company-Paid Parental leave (After 6 months with the company)

Company-Paid Life Insurance and Short/Long Term Disability Insurance

Nextech Luminary Peer Recognition Program

Wellness Programs

Employee Assistance Program with free counseling sessions available

Corporate Discounts on Retail, Travel, and Entertainment