About The Position
The Product Support Representative is responsible for the support of Nextech software applications, ensuring timely response to and resolution of customer questions and issues in order to maintain customer satisfaction. This representative will provide frontline support for incoming calls, emails, and error reports. The Product Support Representative resolves software issues and questions with known solutions and escalates advanced issues through appropriate channels. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate. In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:
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
Nice To Haves
- 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
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
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 11 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 (After 6 months with the company)
- 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
- Nextech Luminary Peer Recognition Program
- Wellness Programs
- Employee Assistance Program with free counseling sessions available
- Corporate Discounts on Retail, Travel, and Entertainment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
