Software Support Specialist

CompuGroup Medical SE & Co. KGaA is dedicated to building innovative solutions for digital healthcare. They are seeking a Software Support Specialist to assist customers with software-related inquiries, document interactions, and create knowledge base articles to enhance customer support. 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 Skills Must be available between the hours of 8AM – 8PM EST Monday through Friday Minimum of 1 year customer service experience Knowledge of Practice Management (PM), 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 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 Company Overview CompuGroup Medical is one of the leading e-health companies in the world. It was founded in 1979, and is headquartered in Koblenz, Rheinland-Pfalz, DEU, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship CompuGroup Medical SE & Co. KGaA has a track record of offering H1B sponsorships, with 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.