Software Support Specialist I

XDENT France - CompuGroup Medical; Richardson (TX); Hybrid; USD 42,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental and Vision insurance

401k with employer matching

Paid time off

Hybrid work options

Job summary

CompuGroup Medical is seeking a Software Support Specialist I to join our team in a customer-focused role. You will engage with healthcare professionals via phone, chat, and email, document interactions in the CRM, and contribute to the knowledge base for best practices and software functionality.

The role requires 1+ year of customer service experience and familiarity with EHR concepts, medical terminology, and a fast-paced environment.

Qualifications

• Minimum of 1 year customer service experience.
• Knowledge of EHR systems or medical terminology preferred.
• Experience providing technical hands-on support.
• Ability to troubleshoot using Windows tools and resources.

Responsibilities

• Responds to customer requests for assistance promptly and within SLA.
• Communicates professionally with customers via phone, chat, and email.
• Documents customer interactions thoroughly in the CRM.
• Creates knowledge base articles for posting on the support site.
• Analyzes and troubleshoots software-related issues and provides recommendations.

Skills

Customer service

Technical hands-on support

Multi-tasking

Windows troubleshooting

CRM documentation

Tools

CRM software

Knowledge base authoring

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.
• 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.