Associate Software Support Representative (Remote - US)
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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 talent@nextech.com.
This position is open within all states in the United States except for California.
Job Summary
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. 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 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
- Bachelor's 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.
Total Rewards
Generous annual bonus opportunity
401(k) with Employer Match
Paid 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)
11 paid holidays
Your Day Your Way - Celebrate a day of cultural or social significance to you
Access to Linkedin Learning courses for professional development
Insurance: Choice of Medical, Dental, and Vision plans
Health Savings Account with employer match
Flexible Spending Account
100% Company-Paid Parental leave (After 6 months with the company)
Company-Paid Life Insurance and Short/Long Term Disability Insurance
Nextech Luminary Peer Recognition Program
Wellness Programs
Employee Assistance Program with free counseling sessions available
Corporate Discounts on Retail, Travel, and Entertainment
Skills
As published by lever · 11 questions · 2 written answers
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website
Pick from a list (9)
- I consent to receive communications from a recruiter about this job via SMS. Messages may be sent between the hours of 8AM-7PM EST. Message and data rates may apply optional
- Nextech requires all candidates who accept an offer to successfully complete a background check which includes employment, education verification and a criminal background search as part of the onboarding process after an offer has been accepted. Candidates must also be legally authorized to work in the United States at the time of hire; without requiring company sponsorship. We are committed to maintaining a fair and inclusive hiring process in alignment with applicable laws and guidelines. optional
- Nextech allows remote work from home within the United States. Work or system access from outside the U.S. is not permitted. To meet healthcare data residency and compliance standards, Nextech monitors and restricts unapproved foreign or VPN access. optional
- Are you legally authorized to work in the United States?
- Will you now or in the future require sponsorship (H-1B, OPT or STEM OPT, L-1, O-1, TN, E-3, F-1, J-1, H-4 EAD, or other visas) to legally work in the U.S?
- Is your current employer a Nextech client or actively using Nextech software?
- Have you held a support role that also included technical troubleshooting?
- Have you provided technical support in a healthcare/medical setting? optional
- What was your average daily call/ticket volume?
Written answers (2)
- Legal Name
- If sponsorship is required, which type of work visa/authorization? Please list below or enter N/A.