Healthcare Software Support Specialist I

US15 eMDs, Inc.; Austin (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401k with employer matching

Personal Time Off

Hybrid work options

Job summary

CompuGroup Medical is hiring a Software Support Specialist I in Austin, TX to provide frontline support for the eMDs software suite. You will assist healthcare professionals with questions, troubleshoot issues, and guide them through software functionality.

The role involves documenting cases in CRM, using SQL scripts for troubleshooting, and creating knowledge base articles. It requires staying calm under pressure, meeting SLA targets, and working from the Austin office during assigned shifts.

Qualifications

• Minimum of one year’s customer service experience.
• Able to work 7AM–7PM Central Time, Monday–Friday.
• Onsite in Austin, TX; office location required.
• Familiarity with Electronic Health Record (EHR) systems is a plus.
• Ability to handle high call volumes and multitask.
• Ability to research using internet and manuals.

Responsibilities

• 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.
• Create 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.

Skills

Customer service

SQL basics

EHR familiarity

Windows troubleshooting

Tools

CRM system

Windows OS

Job description

CompuGroup Medical is hiring a Software Support Specialist I in Austin, TX to provide frontline support for the eMDs software suite. You will assist healthcare professionals with questions, troubleshoot issues, and guide them through software functionality.

The role involves documenting cases in CRM, using SQL scripts for troubleshooting, and creating knowledge base articles. It requires staying calm under pressure, meeting SLA targets, and working from the Austin office during assigned shifts.