Software Support Specialist

Create the future of e-health together with us by becoming a Software Support Specialist I

At Compu Group Medical we have the mission of building ground-breaking solutions for digital healthcare. Our vision is revolutionizing how healthcare professionals produce, access, and utilize information and thus enabling them to focus on the core value of their work: patient outcomes.

• Provide frontline technical support for the eMDs software suite by assisting healthcare professionals with questions, troubleshooting issues, and guiding them through software functionality.
• Document customer cases in the CRM system and follow the processes established for CRM use cases.
• Analyze and troubleshoot customer issues using approved tools and SQL scripts, provide recommendations, and resolve requests related to our software products.
• Consult directly with customers via phone, chat, and email and document interactions thoroughly and clearly using appropriate grammar and spelling.
• Create knowledge base articles for the customer support site that highlight best practices and provide instructions on software functionality.
• Set customer expectations and handle stressful situations when customers are frustrated or upset.
• Respond to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.

• Minimum of one year’s customer service experience.
• Must be available between the hours of 7AM – 7PM Central Time Monday through Friday (employees will be assigned an 8‑hour shift between these hours).
• This position is an onsite, in‑office role and requires employees to work from the office location during their assigned shift (Austin, Texas).
• Familiarity with Electronic Health Record (EHR) systems is a plus.
• Ability to thrive in a high call volume environment and multi‑task in a 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.

• Purpose:
  
  Become a part of a significant initiative. At the intersection of healthcare and digital innovation, we are shaping the future of e-health.
• Equal Opportunity
  
  Employer:
  
  At CGM, we value our team members and strive to create an environment where everyone has the opportunity to succeed.
• Career Opportunities:
  We are offering a variety of internal career opportunities and numerous long‑term perspectives.
• Security:
  We offer a secure workplace in a crisis‑proof market.
• All‑round benefits package:
  Medical, Dental and Vision as well as 401(k) with employer matching. Personal Time Off to promote work life balance.
• Work environment:
  Modern workplaces, flexible working hours, hybrid work options and much more.