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.ResponsibilitiesResponds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer SupportResponds to all customer and leadership requests in a professional, courteous, and respectful mannerConsults directly with customers via phone, chat, and email and documents customer interactions thoroughly, clearly, and conciselyCreates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionalityAnalyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software productsLearns core task set for all features of assigned CGM software products and passes applicable examsClearly documents customer tickets in the CRM system and follows the processes established for CRM useSkillsMust be available between the hours of 8AM – 8PM EST Monday through FridayMinimum of 1 year customer service experienceKnowledge of Electronic Healthcare Records (EHR) systems, medical terminology/medical office workflow, medical billing or insurance and experience providing technical hands-on supportAbility to manage multiple tasks and thrive in a high call volume, fast paced environmentAbility to troubleshoot and use the tools available in the Windows operating systems to diagnose problemsAbility to independently perform research using resources such as the internet and procedure manualsBenefitsMedicalDental and Vision401k with employer matchingPersonal Time Off to promote work life balanceModern workplacesFlexible working hoursHybrid work optionsCompany OverviewCompuGroup Medical is one of the leading e-health companies in the world. It was founded in 1979, and is headquartered in Koblenz, Rheinland-Pfalz, DEU, with a workforce of 5001-10000 employees. Its website is http://www.cgm.com/.Company H1B SponsorshipCompuGroup Medical SE & Co. KGaA has a track record of offering H1B sponsorships, with 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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