Software Support Specialist
CompuGroup Medical SE & Co. KGaA is dedicated to building innovative solutions for digital healthcare. They are seeking a Software Support Specialist to provide customer assistance, troubleshoot software issues, and create knowledge base articles to enhance user experience.
Responsibilities
- Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support
- Responds to all customer and leadership requests in a professional, courteous, and respectful manner
- Consults directly with customers via phone, chat, and email and documents customer interactions thoroughly, clearly, and concisely
- Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality
- Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products
- Learns core task set for all features of assigned CGM software products and passes applicable exams
- Clearly documents customer tickets in the CRM system and follows the processes established for CRM use
Skills
- Must be available between the hours of 8AM – 8PM EST Monday through Friday
- Minimum of 1 year customer service experience
- Knowledge of Electronic Healthcare Records (EHR) systems, medical terminology/medical office workflow, medical billing or insurance and experience providing technical hands-on support
- Ability to manage multiple tasks and thrive in a high call volume, fast paced environment
- 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
Benefits
- Medical
- Dental and Vision
- 401k with employer matching
- Personal Time Off to promote work life balance
- Modern workplaces
- Flexible working hours
- Hybrid work options
Company Overview
Company H1B Sponsorship