Software Support Representative Tier I

e-MDs - Austin, TX

Full-time - Entry Level

Austin, TX

Publishing Industries

About the position

A Tier I Software Support Representative's goal is to assist with customer requests for assistance in utilizing the e-MDs software suite. 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.

Responsibilities

• Follows all company policies, direction, guidance, and processes as defined by e-MDs leadership and the HR department.
• Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
• Maintains a positive 'can-do' attitude to foster a positive team environment.
• Proactively improves knowledge and job proficiency to increase customer satisfaction, including issue resolution.
• Consults directly with customers via phone, chat, and email.
• Documents customer interactions thoroughly, clearly, and concisely.
• Creates knowledge base articles for posting onto the customer support site.
• Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products.
• Learns core task set for all modules of e-MDs Solution Series suite and passes applicable exams.

Requirements

• Must be available between the hours of 7AM - 7PM CST Monday through Friday.
• Minimum of one year customer service experience.
• Ability to thrive in a high call volume environment.
• Strong customer facing communication skills (verbal and written).
• Ability to troubleshoot and use the tools available in the Windows operating systems to diagnose problems.
• Working knowledge of Microsoft Office Suite (Word and Outlook).

Nice-to-haves

• 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.