Software Support Specialist

US15 eMDs, Inc.; Richardson (TX); Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401k with employer matching

Personal Time Off

Hybrid work options

Modern workplaces

Job summary

CompuGroup Medical in Richardson, TX is seeking a Software Support Specialist to help healthcare professionals use CGM software. You will respond to customer requests by phone, chat, and email, aiming to meet service levels and maintain professionalism.

You will document interactions in the CRM, create knowledge base articles, troubleshoot software issues, and learn the full feature set. This role supports a hybrid work environment with competitive hourly pay and benefits.

Qualifications

• At least 1 year of customer service experience.
• Knowledge of PM, medical terminology, medical office workflow or billing.
• Ability to multitask in a fast-paced environment.
• Ability to troubleshoot Windows using available tools.

Responsibilities

• Respond to customer requests promptly per SLA via phone, chat, and email.
• Document interactions clearly in the CRM system.
• Create knowledge base articles for the customer support site.
• Analyze, troubleshoot, and resolve software-related customer issues.
• Learn CGM software features and pass applicable exams.
• Support customers professionally and thoroughly.

Skills

Customer service

PM knowledge

Medical terminology

Medical billing

Technical troubleshooting

Windows OS

Multitasking

Research skills

Tools

CRM software

Job description

Create the future of e-health together with us by becoming a Software Support Specialist At CompuGroup Medical we have the mission of building ground-breaking solutions for digital healthcare. Our vision is revolutionizing how healthcare professionals produce, access, and utilize information and thus enabling them to focus on the core value of their work: patient outcomes.

Your Contribution

• Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
• Responds to all customer and leadership requests in a professional, courteous, and respectful manner.
• Consults directly with customers via phone, chat, and email and 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.
• Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products.
• Learns core task set for all features of assigned CGM software products and passes applicable exams.
• Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.

Your Qualification

• Must be available between the hours of 8AM – 8PM EST Monday through Friday.
• Minimum of 1 year customer service experience.
• Knowledge of Practice Management (PM), medical terminology/medical office workflow, medical billing or insurance and experience providing technical hands-on support.
• Ability to manage multiple tasks and thrive in a high call volume, fast paced environment.
• Ability to troubleshoot and use the tools available in the Windows operating systems to diagnose problems.
• Ability to independently perform research using resources such as the internet and procedure manuals.

What you can expect from us

• Compensation: Position Hourly Range: $18-$20 per hour
• Purpose: Become a part of a significant initiative. At the intersection of healthcare and digital innovation, we are shaping the future of e-health.
• Equal Opportunity Employer: At CGM, we value our team members and strive to create an environment where everyone has the opportunity to succeed.
• Career Opportunities: We are offering a variety of internal career opportunities and numerous long-term perspectives.
• Security: We offer a secure workplace in a crisis-proof market.
• All-round benefits package: Medical, Dental and Vision as well as 401k with employer matching.
• Personal Time Off to promote work life balance.
• Work environment: Modern workplaces, flexible working hours, hybrid work options and much more.

We create the future of e-health. Join us in a cause that shapes the very future of hope and healing. At the powerful crossroads of healthcare and innovation, we are passionately building the next chapter of e-health—a revolution that saves lives, transforms care, and brings compassion into the digital age. Together, we can make a lasting difference. We create the future of e-health. CGM is one of the leading e-health companies in the world with more than 8.700 highly qualified employees Sustainable solutions for constantly growing demands in healthcare Locations in 19 countries and products in 60 countries worldwide