Nextech is looking for a Product Support Representative to ensure timely response to and resolution of customer questions and issues related to their software applications, in order to maintain customer satisfaction.
Requirements
- 1 year of experience in a software troubleshooting role with customers
- Excellent technical skills, including basic computer skills
- Proficient skills in using the Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, and Word)
- Salesforce experience
- Experience using Zoom Contact Center (or similar) in a call center environment.
- Ability to type at a rate of 30 WPM, with 90% accuracy
- Ability to type at a rate of 50 WPM, with 95% accuracy
Responsibilities
- Develop proficiency in Nextech software functionality and learn how it is leveraged in an medical office setting
- Answer incoming calls from the support queue
- Reply to support emails in a timely fashion
- Fully document and 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
- Maintain detailed notes and documentation for each support incident in ticketing system
Other
- Provide exceptional customer service
- Strong interpersonal, written, and verbal communication skills
- Demonstrated ability to constructively work within a team environment
- Excellent customer service skills
- Long-distance or air travel as needed – not to exceed 10% travel.
