Software Support Specialist I

CompuGroup Medical SE & Co. KGaA; Austin (TX); On-site; USD 48,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401(k) with employer matching

Personal Time Off

Job summary

CompuGroup Medical SE & Co. KGaA in Austin, TX is seeking a Software Support Specialist I to provide frontline support for the eMDs software suite, guiding healthcare professionals through system functionality and resolving questions.

You will document cases in CRM, use SQL tools to troubleshoot, create knowledge base articles, and maintain timely responses within SLA. This onsite role requires at least one year of customer service experience and availability 7 AM–7 PM Central Time, Monday

Qualifications

• Minimum of one year of customer service experience.
• Must be available between 7AM–7PM Central Time Monday through Friday (8-hour shift).
• Onsite, in-office role at Austin, Texas.
• Familiarity with EHR systems is a plus.
• Ability to thrive in a high call volume environment and multitask in a fast-paced environment.
• Ability to troubleshoot using Windows tools to diagnose problems.
• Ability to research using internet and procedure 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.
• Document customer cases in the CRM system and follow the processes established for CRM use cases.
• Analyze and troubleshoot customer issues using approved tools and SQL scripts, provide recommendations, and resolve requests related to our software products.
• Consult directly with customers via phone, chat, and email and document 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.
• Set customer expectations and handle stressful situations when customers are frustrated or upset.
• Respond 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

Multi-tasking

Windows troubleshooting

Research

Communication

Tools

CRM systems

SQL scripts

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.
• Document customer cases in the CRM system and follow the processes established for CRM use cases.
• Analyze and troubleshoot customer issues using approved tools and SQL scripts, provide recommendations, and resolve requests related to our software products.
• Consult directly with customers via phone, chat, and email and document 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.
• Set customer expectations and handle stressful situations when customers are frustrated or upset.
• Respond 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 401(k) with employer matching. Personal Time Off to promote work life balance.
• Work environment: Modern workplaces, flexible working hours, hybrid work options and much more.