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

Create the future of e-health together with us by becoming a Software Support Specialist I 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:

• 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.

Your Qualification:

• Minimum of one year’s customer service experience.
• Must be available between the hours of 7AM – 7PM Central Time Monday through Friday. (Employees will be assigned an 8-hour shift between these hours.)
• This position is an onsite, in-office role and requires employees to work from the office location during their assigned shift (Austin, Texas).
• Familiarity with Electronic Health Record (EHR) systems is a plus.
• Ability to thrive in a high call volume environment and multi-task in a 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:

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