Healthcare Software Support Representative

Summary

Join Nextech as a Product Support Representative and provide frontline support for our specialty healthcare technology solutions. You will be responsible for resolving customer questions and issues related to our software applications, ensuring timely responses and high customer satisfaction. This role involves handling incoming calls, emails, and error reports, troubleshooting software issues, and escalating complex problems. You will need to develop proficiency in Nextech software functionality and maintain detailed documentation of support incidents. Compliance with relevant regulations, including HIPAA and ERISA, is essential. The position offers a generous compensation and benefits package.

Requirements

• 1 year of experience in a software troubleshooting role with customers
• Excellent technical skills, including basic computer skills
• Strong interpersonal, written, and verbal communication skills
• Demonstrated ability to constructively work within a team environment
• Proficient skills in using the Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, and Word)
• Excellent customer service skills
• Ability to type at a rate of 30 WPM, with 90% accuracy

Responsibilities

• Develop proficiency in Nextech software functionality and learn how it is leveraged in an medical office setting
• Answer incoming calls from the support queue
• Reply to support emails in a timely fashion
• Fully document and resolve incomplete incidents in a timely manner following Nextech guidelines
• Schedule and perform upgrades of the Nextech software
• Investigate software exceptions and error reports following Nextech support guidelines
• Provide exceptional customer service
• Maintain detailed notes and documentation for each support incident in ticketing system

Preferred Qualifications

• Bachelor's degree
• Salesforce experience
• Experience using Zoom Contact Center (or similar) in a call center environment
• Ability to type at a rate of 50 WPM, with 95% accuracy

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Paid Time Off & Holidays: 40 hours of paid personal time beginning January 1st of each year; 15 days of accrued PTO (increasing with years of service) and 10 paid holidays
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Nextech Luminary Peer Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options