Support Specialist I - GI

Summary

Join Modernizing Medicine (ModMed) as a Software Support Specialist I and deliver exceptional client experiences by identifying and documenting client needs, answering inquiries, applying problem-solving techniques, educating clients, and ensuring successful issue resolution. Provide consistent, professional, high-quality client support, establish procedures for client satisfaction, and collaborate across teams to resolve issues. Replicate and document issues for escalation. This role requires 1-2 years of related experience, expertise in troubleshooting customer software application issues, and excellent communication skills. A Bachelor's degree is preferred, as is prior healthcare or EMR experience. ModMed offers a competitive benefits package including health insurance, 401k matching, paid time off, and professional development opportunities.

Requirements

• 1-2 years of related experience
• Field 20-25 inbound calls daily
• Demonstrated expertise in evaluating, troubleshooting, and following up on customer software application issues
• Excellent interpersonal, verbal, and written communication skills
• Ability to effectively prioritize and manage time
• Intermediate computer & peripheral hardware troubleshooting skills and basic network troubleshooting

Responsibilities

• Deliver an exceptional client experience by identifying and documenting client needs and issues, answering incoming inquiries, effectively applying problem-solving techniques, educating clients, and following issues through to their successful resolution
• Provide consistent, professional, and high-quality client support to our client base
• Establish procedures to ensure client satisfaction and quality service delivery
• Communicate and collaborate across teams and departments to help resolve issues
• Replicate and document issues for further escalation

Preferred Qualifications

• Bachelor's Degree, preferred
• Previous experience in a healthcare environment preferred
• Experience within a medical practice and/or EMR experience is preferred
• Basic knowledge of how to use Windows operating system tools highly preferred: Event Viewer, Task Manager, Command prompt, PowerShell, reading log files
• Remote connectivity via VPNs, LogMeIn, Bomgar, Remote Desktop, and others
• Basic knowledge of Apple platforms: Mac, iPad, iPhone/iPad iOS preferred
• Knowledge of bug-tracking software such as Zen and Jira preferred
• Working with HL7 file types preferred

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters
• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned, casual, and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind