Nextech is looking for a Product Support Representative to provide frontline support for their software applications, ensuring timely response to and resolution of customer questions and issues 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
- Provide frontline support for incoming calls, emails, and error reports.
- Resolve software issues and questions with known solutions.
- Escalate advanced issues through appropriate channels.
- 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
Other
- Provide exceptional customer service
- Maintain detailed notes and documentation for each support incident in ticketing system
- Strong interpersonal, written, and verbal communication skills
- Demonstrated ability to constructively work within a team environment
- Excellent customer service skills
