Software Support Specialist I

US15 eMDs, Inc.; Richardson (TX); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with employer matching

Hybrid work options

Flexible hours

Paid time off

Job summary

CompuGroup Medical is seeking a Software Support Specialist I to assist healthcare professionals with CGM software products. You will support customers by phone, chat, and email, documenting interactions clearly and thoroughly.

You will learn the full feature set, create knowledge base articles, and troubleshoot issues in Windows environments to improve digital health outcomes. This entry-level role offers hybrid work options and growth opportunities.

Qualifications

• 1 year of customer service experience or more.
• Knowledge of EHR systems and medical terminology/workflow.
• Experience with medical billing or insurance is a plus.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to troubleshoot using Windows tools and resources.
• Willingness to learn and complete exams for CGM software modules.

Responsibilities

• Responds to customer requests promptly to meet SLA.
• Responds professionally to customers and leadership alike.
• Communicates with customers via phone, chat, and email; documents interactions clearly.
• Creates knowledge base articles for customer support site.
• Analyzes, troubleshoots, runs scripts, and provides solutions.
• Learns core task set for CGM software and passes exams.
• Documents customer tickets in the CRM and follows processes.

Skills

Customer service

EHR knowledge

Medical terminology

Troubleshooting

Windows troubleshooting

Multitasking

Communication

Tools

CRM system

Windows OS

Scripting basics

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:

• 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 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.

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.


• 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.

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

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