Software Support Specialist

CompuGroup Medical is focused on revolutionizing digital healthcare solutions. They are seeking a Software Support Specialist to assist customers with software-related inquiries and ensure a high level of service in customer support.

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 Practice Management (PM), 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 as well as 401k with employer matching
• Personal Time Off to promote work life balance
• Modern workplaces, flexible working hours, hybrid work options

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