Software Support Specialist I

US15 eMDs, Inc.; Richardson (TX); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

401(k) with employer matching

Personal Time Off

Job summary

CompuGroup Medical is hiring a Software Support Specialist I to help healthcare professionals use CGM software. You will respond to customer requests, troubleshoot issues, and document interactions to ensure clear knowledge transfer.

The role requires knowledge of EHR systems, medical terminology, and billing or insurance processes, with a must‑have availability 7AM–7PM CST Monday through Friday. A fast-paced, high-volume environment is expected.

Qualifications

• 1 year of customer service experience.
• Knowledge of EHR systems and medical terminology.
• Experience with medical office workflow, billing or insurance.
• Ability to troubleshoot and use Windows tools to diagnose problems.
• Strong multitasking in a high-volume environment and independent research.

Responsibilities

• Respond to customer requests in a timely manner per SLAs.
• Interact via phone, chat, and email and document interactions clearly.
• Create knowledge base articles for customer support site.
• Analyze, troubleshoot, run scripts, and resolve software-related issues.
• Document customer tickets in the CRM and follow processes.

Skills

Customer service

EHR knowledge

Medical terminology

Medical office workflow

Medical billing/insurance

Troubleshooting Windows

Multi-tasking

Research skills

Job description

Overview

Create the future of e-health together with us by becoming a Software Support Specialist I at CompuGroup Medical. The mission is to build ground-breaking solutions for digital healthcare and revolutionize how healthcare professionals produce, access, and utilize information.

Responsibilities

• Respond to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
• Respond to all customer and leadership requests in a professional, courteous, and respectful manner.
• Consult directly with customers via phone, chat, and email and document customer interactions thoroughly, clearly, and concisely.
• Create knowledge base articles for posting onto the customer support site which alert the customer to best practices and provide instructions on software functionality.
• Analyze, troubleshoot, run scripts, provide recommendations, and solve customer requests related to or affecting our software products.
• Learn core task set for all features of assigned CGM software products and pass applicable exams.
• Clearly document customer tickets in the CRM system and follow the processes established for CRM use.

Qualifications

• Must be available between the hours of 7AM – 7PM CST Monday through Friday.
• Minimum of 1 year customer service experience.
• Knowledge of Electronic Healthcare Records (EHR) systems, 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.

Benefits

• Medical, Dental, and Vision coverage.
• 401(k) with employer matching.
• Personal Time Off to promote work‑life balance.
• Modern workplace, flexible working hours, hybrid work options.
• Secure workplace in a crisis‑proof market.

Equal Opportunity Employer

At CGM, we value our team members and strive to create an environment where everyone has the opportunity to succeed.