Sr. Specialist I, Tech Support

Company: NEXTGEN Healthcare
Location: Irvine
Posted on: May 24, 2023

Job Description:

Sr. Specialist I, Tech Support


Job Responsibilities:

• 
  
• Provide complex technical software support and reactive and proactive assistance to internal and external customers across various communication channels including cases, phone calls, web chat sessions and instant messaging.
  
• Document customer interactions including details of inquiries, customer comments, application issue, troubleshooting actions and issue resolution in the Salesforce Success Community. Updates support knowledge base with resolution guides and FAQs.
  
• Document customer interactions including details of inquiries, customer comments, application issue, troubleshooting actions and issue resolution in the Salesforce Success Community. Updates support knowledge base with resolution guides and FAQs.
  
• Identify and document application defects and manage the process of escalating such defects to the appropriate resources with R&D.
  
• Develop an awareness of programming, technical or design alternatives; implement programmatic and workflow workarounds. Utilizes specialized domain expertise related to the specific application of the software to either resolve customer problems or provide guidance to team to resolve customer problems.
  
• Maintain KPI compliance and help guide the team towards their goals.
  
• Assist with the team's aging, escalated, and high priority cases using Salesforce reporting.
  
• Author/Review/Coach/Edit/Approve knowledge articles from the team, which are utilized by customers and internal staff to resolve problems that have been previously solved by the Support organization.
  
• Take an active role in cross departmental projects and assignments.
  
• Act as a resource to train their peers and assist with onboarding of new employees to the team.
  
• Work with the development team to address support issues.
  
• Other tasks assigned at Support Manager's discretion.
  
  Education:
  Required:
  
  • 
    
  • Bachelor's degree or Associate's degree with commensurate experience.
    
    Experience:
    Required:
    
    • 
      
    • 5+ years' call center experience or equivalent customer service experience.
      
    • Previous advanced healthcare IT, technical or application support experience.
      
    • SQL experience to develop and execute queries.
      
      Experience
      Preferred:
      
      • 
        
      • Direct Support in Healthcare EHR or other software application preferred.
        
        
        Knowledge, Skills, & Abilities:
        
        • 
          
        • Works well in a team-oriented environment, including ability to train, mentor and lead others.
          
        • Exceptional customer service, documentation and communication (verbal and written) skills.
          
        • Takes initiative and exceptional time management and prioritization skills.
          
        • Works well in fast-paced environments.
          
        • Advanced technical acumen and software troubleshooting and problem resolution experience.
          
        • Advanced knowledge and experience in computer software, patient portals, Salesforce, Windows OS, SQL, and Splunk.
          
          
          NextGen Healthcare believes in strength through diversity. We are an equal opportunity workplace and an affirmative action employer supporting Diversity, Disabled, and Protected Veterans. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.
          To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
          Because NextGen Healthcare believes in providing a safe work environment, we conduct background checks as part of our hiring processes.
          
          
          
          
          Summary:
          The EHR Support team plays a critical role in the success of customers and users. He/she will interface directly with providers, clinical staff and internal cross-functional teams to assist and resolve complex technical support issues, adjusting systems configurations, and providing product education. This position focuses on monitoring the Support team's queues, assisting with aging and complex support issues and cases, assisting in growing the Knowledge Exchange with quality content, and performing special projects and assignments based on business needs all while providing high levels of customer service.
          
          Remote Location, Any, 00000
          Regular

Keywords: NEXTGEN Healthcare, Irvine , Sr. Specialist I, Tech Support, Other , Irvine, California