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CompuGroup Medical SE & Co. KGaA · 5 months ago

Software Support Specialist

Columbia, SC

Full-time

Hybrid

Entry Level

1+ years exp

CompuGroup Medical is dedicated to revolutionizing digital healthcare solutions. They are seeking a Software Support Specialist to assist customers with software inquiries, ensuring high levels of service and support while documenting interactions and creating knowledge base articles.

Electronic Health Record (EHR)Health CareInformation TechnologyMedicalMedical DeviceSoftwareWellness

Growth Opportunities

Responsibilities

Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support

Responds to all customer and leadership requests in a professional, courteous, and respectful manner

Consults directly with customers via phone, chat, and email and documents customer interactions thoroughly, clearly, and concisely

Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality

Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products

Learns core task set for all features of assigned CGM software products and passes applicable exams

Clearly documents customer tickets in the CRM system and follows the processes established for CRM use

Qualification

Electronic Healthcare RecordsTechnical SupportMedical TerminologyWindows Operating SystemsCustomer Service

Required

Must be available between the hours of 8AM – 8PM EST Monday through Friday

Minimum of 1 year customer service experience

Knowledge of Electronic Healthcare Records (EHR) systems, medical terminology/medical office workflow, medical billing or insurance and experience providing technical hands-on support

Ability to manage multiple tasks and thrive in a high call volume, fast paced environment

Ability to troubleshoot and use the tools available in the Windows operating systems to diagnose problems

Ability to independently perform research using resources such as the internet and procedure manuals