Job Description

The Associate 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

Qualifications

MINIMUM REQUIREMENTS: 

• Expert 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 
• Flexibility to work different shifts including on call weekend shift

Nextech seeks to obtain background information on applicants who are considered final candidates for all positions as part of the recruitment process with the goal of making informed hiring decisions. Offers of employment are conditioned on the successful completion of both an employment screening and drug test in accordance to the requirements of the Fair Credit Reporting Act and the provisions of Company policy. 

PREFERRED QUALIFICATIONS: 

• Bachelor’s degree in MIS, IT, or Medical related field 
• Healthcare background or familiarity with medical office and/or medical terminology 
• Call Center experience

Additional Information

TOTAL REWARDS

Nextech is pleased to offer a variety of health, wellness and lifestyle benefit offerings for all fulltime employees:

• Generous annual bonus opportunity
• iCREATE Employee Recognition Program
• Insurance : Choice of Medical, Dental, and Vision plans
• Wellness Program including discounts on medical premiums
• Health Savings Account
• Flexible Spending Account
• 15 days PTO at date of hire (increases with years of service) + 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• 100% Company-Paid Parental leave
• 401(k) with Employer Match
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Company-Sponsored 529 College Savings Plan
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options

WORKING ENVIRONMENT:

• General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels. 
• Long-distance or air travel as needed – not to exceed 20% travel. 
• Periods of stress may occur.

PHYSICAL DEMANDS:

• Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
• Some walking and standing relative to interaction with other personnel.