Healthcare Software Support Representative (Remote - US)

Why join Nextech?We are a leader in specialty healthcare technology solutions.We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected] SummaryThe 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: Essential Functions Develop proficiency in Nextech software functionality and learn how it is leveraged in an medical office setting Answer incoming calls from the support queueReply to support emails in a timely fashionFully document and resolve incomplete incidents in a timely manner following Nextech guidelinesSchedule and perform upgrades of the Nextech softwareInvestigate software exceptions and error reports following Nextech support guidelinesProvide exceptional customer serviceMaintain detailed notes and documentation for each support incident in ticketing system Minimum Requirements 1 year of experience in a software troubleshooting role with customersExcellent technical skills, including basic computer skillsStrong interpersonal, written, and verbal communication skillsDemonstrated ability to constructively work within a team environmentProficient skills in using the Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, and Word)Excellent customer service skillsAbility to type at a rate of 30 WPM, with 90% accuracy Preferred Qualifications Bachelor's degreeSalesforce experienceExperience using Zoom Contact Center (or similar) in a call center environment.Ability to type at a rate of 50 WPM, with 95% accuracy Working Environment/Physical Demands Working Environment:Long-distance or air travel as needed – not to exceed 10% travel.Physical Demands:Activities require a significant amount of work in front of a computer monitor Total Rewards Generous annual bonus opportunity401(k) with Employer MatchPaid 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 10 paid holidays.Volunteer Time OffInsurance: Choice ofMedical, Dental, and Vision plansHealth Savings Account with employer matchFlexible Spending Account100% Company-Paid Parental leave100% Company-Paid Life Insurance and Short/Long Term Disability InsuranceNextech Luminary Peer Recognition ProgramWellness Program including discounts on medical premiumsEmployee Assistance Program with free counseling sessions availableCorporate Discounts on Retail, Travel, and EntertainmentPet Insurance options Overview of the end-to-end interview process: One-Way Video Interview: When a candidate profile is selected to proceed forward, candidates will receive an invitation with a link to complete a brief one-way video interview. This interview includes 5-6 questions and should take less than 15 minutes to complete.Assessment: Skill-based assessment through our vendor Criteria. This assessment will take approximately 20 minutes to complete.Talent Acquisition Screen: When a candidate is selected to proceed forward after the One-Way Video Interview, they will receive an invitation and link to self-schedule a 30-minute TA Screen.Hiring Manager Interview: When a candidate is selected to proceed forward after the TA Screen, they will receive an invitation to be scheduled for a 45–60-minute Hiring Manager Interview.Team Interview: When a candidate is selected to proceed forward, they will receive an invitation to be scheduled for a 60-minute team interview.Final Selection: When a candidate has completed the Team Interview our team will make our determination on hiring.

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