Product Support Representative

Tampa, FL, United States

Ref#: 962

Date published: 13-Oct-2017

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The 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. This 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.

Essential Functions: In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:

  • Establish and maintain proficiency of Nextech software functionality
  • Answer incoming calls from the support queue
  • Reply to support emails in a timely fashion
  • Resolve incomplete incidents in a timely manner following Nextech guidelines
  • Schedule and perform upgrades of the Nextech software
  • Investigate software exceptions and error reports following Nextech support guidelines
  • Provide exceptional customer service
  • Maintain detailed notes and documentation for each support incident in ticketing system

 Minimum Requirements:

  • Bachelors degree and/or relevant experience required
  • Flexibility to work different shifts including on call weekend shift 

Preferred Qualifications:

  • Bachelor’s degree in MIS, IT, or Medical related field
  • Proficient technical skills, including basic computer and networking knowledge
  • Proficient to excellent Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, and Word) skills
  • Strong to excellent interpersonal, written, and verbal communication skills
  • Proven/demonstrated ability to work independently as well as in a team environment, handle multiple demands and changing priorities and exhibit results with a high level of accuracy
  • Excellent project management, analytical and problem solving skills, detail oriented along with superb time management skills in a high-paced environment
  • Excellent Customer Service skills
  • Healthcare background or familiarity with medical office and/or medical terminology 

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise.  It does not alter the "at will" employment relationship between the company and the employee.