Healthcare Software Support Representative (Remote - US)

Nextech; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Nextech is looking for a Product Support Representative to ensure outstanding customer support for its healthcare software applications. This role involves troubleshooting and resolving software issues, excellent customer service, and adhering to company guidelines, all while engaging in a dynamic and supportive working environment.

Benefits

Generous annual bonus opportunity

401(k) with Employer Match

Paid Time Off & Holidays

Employee Assistance Program with free counseling

Corporate Discounts on Retail, Travel, and Entertainment

Qualifications

• 1 year of experience in a software troubleshooting role with customers.
• Strong interpersonal, written, and verbal communication skills.
• Ability to type at a rate of 30 WPM, with 90% accuracy.

Responsibilities

• Provide frontline support for incoming calls, emails, and error reports.
• Develop proficiency in Nextech software functionality for medical settings.
• Fully document and resolve incomplete incidents in a timely manner.

Skills

Technical skills

Interpersonal communication

Customer service

Education

Bachelor's degree

Tools

Microsoft Office Suite

Salesforce

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].

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

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) and 10 paid holidays.
• Volunteer Time Off
• Insurance: Choice ofMedical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options

The selection process for this role involves the following steps:

• Candidates will first complete a brief one-way video interview, answering 5-6 questions to showcase their skills and experience. An invitation will be sent via email from Criteria Corp.
• Interview with Hiring Manager
• Skill-based assessment through our vendor Criteria
• Panel interview with a few members of the Support Team