Software Support Specialist at CompuGroup… · Columbia

Summary: 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. 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 Required Qualifications: - 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 Required Skills: Electronic Healthcare Records (EHR), Technical support Important Skills: Medical terminology, Windows operating systems Nice-to-Have Skills: Customer service, Multi-tasking, Research skills Benefits: Medical, Dental and Vision, 401k with employer matching, Personal Time Off to promote work life balance, Modern workplaces, Flexible working hours, Hybrid work options