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Software Support Specialist Tier I

Company: eMDs
Location: Austin
Posted on: August 16, 2019

Job Description:

Summary of JobA Software Support Specialist's Tier I goal is to assist with customer requests for assistance in utilizing the eMDs software suite via inbound and outbound phone calls, chat and email. This is accomplished through teamwork, clear communication, trouble shooting, and application of resources. The successful experience of our customers depends on accurate, dependable, and timely resolution of all requests for assistance. Essential Duties and Responsibilities

  • Product, Process and System Knowledge:
    • Learns core task set for all modules of eMDs Solution Series suite and passes applicable exams
    • Obtains in depth knowledge of eMDs Solution Series software suite
    • Clearly documents customer cases in the CRM system and follows the processes established for CRM use cases
    • Analytical skills / Judgement:
      • Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products
      • Determines which calls are applicable to a Tier I skill set, which will need to be escalated, and follows the appropriate process for escalation
      • Communication:
        • Consults directly with customers via phone, chat, and email
        • Listens attentively to leadership, team, and customers to gain a comprehensive understanding of issue/request
        • Clearly communicates (verbal and written) in a professional, courteous, and respectful manner
        • Documents customer interactions thoroughly, clearly, and concisely, using appropriate grammar and spelling
        • Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality
        • Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset
        • Professionalism:
          • Follows all company policies as defined by eMDs leadership and the HR department
          • Follows the direction, guidance, processes, and policies as defined by Customer Support leaders
          • Follows all Customer Support processes correctly the first time and every time
          • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support
          • Attitude:
            • Maintains a positive "can-do" attitude in order to help foster a positive team environment
            • Proactively learns new skills in an effort to improve professional abilities and increase customer satisfaction
            • All other duties as required.Qualifications
              • Must be available between the hours of 7AM - 7PM Central Time Monday through Friday
                • Employees will be assigned an 8 hour shift between these hours. Shifts are assigned according to highest call times
                • Strong focus on customer service and team work
                • Minimum of one year customer service experience
                • Ability to thrive in a high call volume environment
                • Ability to manage multiple tasks at the same time in a fast-paced environment
                • Strong communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner to internal and external customers
                • 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
                • Working knowledge of Microsoft Office Suite (Word and Outlook) Addional Skills Desired (but not required)
                  • Knowledge of medical terminology/medical office workflow.
                  • Knowledge of medical billing or insurance.
                  • Working knowledge of Electronic Healthcare Records (EHR) systems.
                  • Experience providing technical hands-on support in a professional hardware or software environment.Language Skills Employees are required to speak, read and write English Physical Demands / Work Environment All employees must be able to lift 50lbs

Keywords: eMDs, Austin , Software Support Specialist Tier I, IT / Software / Systems , Austin, Texas

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