Associate Software Support Representative (Remote - US)

Team: Product Support

Location: Remote

Commitment: Full time

Workplace Type: remote

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 queue
• Reply to support emails in a timely fashion
• Fully document and 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

• 1 year of experience in a software troubleshooting role with customers
• Excellent technical skills, including basic computer skills
• Strong interpersonal, written, and verbal communication skills 
• Demonstrated ability to constructively work within a team environment 
• Proficient skills in using the Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, and Word)
• Excellent customer service skills
• Ability to type at a rate of 30 WPM, with 90% accuracy

Preferred Qualifications

• Bachelors degree
• Salesforce experience
• Experience 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

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.
• Hiring Manager Interview: When a candidate is selected to proceed forward after the Video 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.