Customer Support Specialist, New Innovations

QGenda; Ashland (OH); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical and dental insurance

Vision insurance

Paid time off

Parental leave

401(k) with company match

Cell phone stipend

Commuter benefits

In-office perks

Job summary

QGenda is seeking a Support Specialist to become a New Innovations platform expert, delivering training and onboarding for healthcare customers. You will train users across the US and internationally, write documentation, and collaborate with multiple teams to maximize product value.

The role emphasizes hands-on training, strong communication, and the ability to work independently while traveling for national and international events.

Qualifications

• Experience training and supporting a software suite.
• Ability to design, produce, and present training material.
• Strong written and verbal communication skills.
• Comfortable presenting to large audiences up to 150 people.

Responsibilities

• Deliver training for the software suite via phone, web, and in-person sessions.
• Create and update product documentation, FAQs, and training content.
• Train users nationally and internationally in hospital or conference settings.
• Troubleshoot customer issues and provide effective solutions.
• Collaborate with product, marketing, and development teams on training needs.

Skills

Public speaking

Training delivery

Technical troubleshooting

Written communication

Project management

Time management

Customer-facing

Job description

Who We Are

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.

At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.

QGenda is headquartered in Atlanta.

To learn more about QGenda, visit us at qgenda.com or Instagram or LinkedIn.

About Your Role

At QGenda, we enable healthcare providers to focus on what's most important, patient care! Serving more than 650,000 providers in over 4,000 healthcare organizations, we help our customers to make strategic workforce decisions and better manage healthcare provider capacity.

We are seeking individuals to become New Innovations platform experts. Team members who areself-starters, organized, and eager to help carry out the Customer Experience mission of enabling our healthcare customers to maximize the value of New Innovations! We are looking for individuals that have a thirst for knowledge, a natural curiosity to learn, and a desire to help customers solve their business objectives with technology, combined with strong project management discipline.

How You’ll Make an Impact

You will engage with customers and prospects to support their technical needs, and serve as the technical expert for assigned product lines. As a Support Specialist, you will work closely with various departments to drive product design, development, marketing, and launch processes. You will also write and maintain technical marketing tools such as product support documentation, FAQs, and field training content.

• Both training and supporting the software suite.
• Phone and in-person customer trainings.
• Assist, write and develop documentation for product software and customers; content and structure for product enhancements, training sessions, and software user-conferences.
• Train a web-based software suite via telephone/web sharing, in-office, off-site in hospital/classroom and conference venues nationally and internationally.
• Work with end users for software support, including troubleshooting, problem analysis, and providing solutions.
• Training experience which includes designing, producing, and presenting training material to both small and large audiences.
• Comfortable and confident with public speaking to large audiences up to 150 people.
• Ability to interact effectively with all levels of an organization both internally and externally.
• Analytical and oral/written communication skills including the ability to write clear, effective and grammatically correct correspondence, reports, training manuals, and other materials.
• Demonstrate initiative, resourcefulness, and creativity in problem-solving.
• Ability to work independently when necessary, set priorities, research and resolve problems and follow-through on projects/assignments with minimal direction.

Who You Are

• Strong business acumen, tact, discretion, strong work ethic, integrity, judgment and positive attitude.
• Proactive self-directed attitude with effective time management skills.
• Proven ability to adapt communication style toward different audiences.
• Proven ability to anticipate and effectively deal with a variety of personalities and culture backgrounds across the team and customer-base.
• Consistent supportive teamwork habits.
• Quick learner who can adapt to a highly interactive environment.
• Strong communication skills both over the phone and in person.
• Must be available for occasional national and international travel.

Experience You Bring

• 1+ years within Education, Customer Service, Account Management and/or Sales setting.
• Proactive self-directed attitude with effective time management skills.
• Proven ability to adapt communication style toward different audiences.
• Proven ability to anticipate and effectively deal with a variety of personalities and culture backgrounds across the team and customer-base.
• Strong communication skills both over the phone and in person.

Not Required, but Nice to Have

• Bilingual, verbal and written.
• Medical Education industry background with knowledge of ACGME, GME, and UME.
• Experience using New Innovations or similar clinical/residency management systems.
• Experience with software coding/programming and/or high degree of tech interest.

Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

What’s In It For You

We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes:

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

QGenda delivers technology solutions to improve how healthcare is delivered and increase access - for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all.

QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law.

If you require accommodations or assistance to complete the online application process, please contact [e-mail] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. We will respond to your email promptly.