Software Support Representative Tier I

e-MDs Career Center; Austin (TX); On-site; USD 40,000 - 50,000; Full time

Job summary

e-MDs Career Center in Austin, Texas, is seeking a Tier I Software Support Representative to assist with customer inquiries regarding the eMDs software suite. The role requires effective communication, analytical skills, and a professional attitude to ensure timely and accurate support.

The successful candidate will troubleshoot customer issues, document interactions clearly, and create helpful knowledge base content. This position is essential in providing excellent service and enhancing customer satisfaction.

Qualifications

• Proven experience in customer service, ideally in a technical support role.
• Ability to handle stressful situations with customers professionally.
• Strong communication skills, both verbal and written.

Responsibilities

• Assist customers with eMDs software inquiries through phone, chat, and email.
• Document customer interactions clearly and create knowledge base articles.
• Analyze and troubleshoot issues related to the software.

Skills

Customer Service

Communication

Analytical Skills

Problem Solving

Job description

Summary of Job

A Tier I Software Support Representative’s goal is to assist with customer requests for assistance in utilizing the eMDs software suite. This is accomplished through teamwork, clear communication, trouble shooting, and application of resources. The successful experience of our customers depends on accurate, dependable, and timely resolution of all requests for assistance.

Essential Duties and Responsibilities

• Professionalism
  • Follows all company policies, direction, guidance, and processes as defined by eMDs leadership and the HR department.
  • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
• Attitude
  • Responds to all customer and leadership requests in a professional, courteous, and respectful manner.
  • Maintains a positive “can-do” attitude in order to help foster a positive team environment.
  • Proactively improves knowledge and job proficiency in an effort to increase customer satisfaction, including issue resolution.
  • Proactively learns new skills in an effort to improve professional abilities and increase customer satisfaction.
• Communication
  • Consults directly with customers via phone, chat, and email.
  • Listens attentively to leadership, team, and customers to gain a comprehensive understanding of issue/request.
  • Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.
  • Documents customer interactions thoroughly, clearly, and concisely.
  • Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality.
  • Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.
• Analytical skills / Judgment
  • Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products.
  • Determines which calls are applicable to a Tier I skill set, which will need to be escalated, and follows the appropriate process for escalation.
• Product, Process and System Knowledge
  • Learns core task set for all modules of e-MDs Solution Series suite and passes applicable exams.
  • Obtains in depth knowledge of e-MDs Solution Series software suite.
  • Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.