Associate Software Support Representative (Remote - US) at Nextech (Remote)
Role details
Job description
Why join Nextech?
We are a leader in specialty healthcare technology solutions.
We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.
This position is open within all states in the United States except for California.
Essential Functions
- 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
- Provide exceptional customer service
- Maintain detailed notes and documentation for each support incident in ticketing system
Minimum Requirements
- 1 year of experience in a software troubleshooting role with customers
- Excellent technical skills, including basic computer skills
- Strong interpersonal, written, and verbal communication skills
- Demonstrated ability to constructively work within a team environment
- Proficient skills in using the Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, and Word)
- Excellent customer service skills
- Ability to type at a rate of 30 WPM, with 90% accuracy
Preferred Qualifications
- Bachelor's degree
- Salesforce experience
- Experience using Zoom Contact Center (or similar) in a call center environment.
- Ability to type at a rate of 50 WPM, with 95% accuracy
Working Environment/Physical Demands
- Working Environment:
- Long-distance or air travel as needed – not to exceed 10% travel.
- Physical Demands:
- Activities require a significant amount of work in front of a computer monitor
Overview of the end-to-end interview process:
- One-Way Video Interview: When a candidate profile is selected to proceed forward, candidates will receive an invitation with a link to complete a brief one-way video interview. This interview includes 5-6 questions and should take less than 15 minutes to complete.
- Assessment: Skill-based assessment through our vendor Criteria. This assessment will take approximately 20 minutes to complete.
- Hiring Manager Interview: When a candidate is selected to proceed forward after the Video Screen, they will receive an invitation to be scheduled for a 45–60-minute Hiring Manager Interview.
- Team Interview: When a candidate is selected to proceed forward, they will receive an invitation to be scheduled for a 60-minute team interview.
- Final Selection: When a candidate has completed the Team Interview our team will make our determination on hiring.
Total Rewards Generous annual bonus opportunity 401(k) with Employer Match Paid Time Off & Holidays: 40 hours of paid personal time beginning January 1st of each year; 15 days of accrued PTO (increasing with years of service) 11 paid holidays Your Day Your Way - Celebrate a day of cultural or social significance to you Access to Linkedin Learning courses for professional development Insurance: Choice of Medical, Dental, and Vision plans Health Savings Account with employer match Flexible Spending Account 100% Company-Paid Parental leave (After 6 months with the company) Company-Paid Life Insurance and Short/Long Term Disability Insurance Nextech Luminary Peer Recognition Program Wellness Programs Employee Assistance Program with free counseling sessions available Corporate Discounts on Retail, Travel, and Entertainment
Why work at Nextech
- Remote-First Culture: Fully remote work environment for most roles, with strategic team gatherings. nextech.com/company/careers
- Compensation & Benefits: Generous annual bonus eligibility, 401(k) with employer match, 6 weeks paid parental leave, flexible PTO (exempt) or 15 days PTO + 5 personal days (non-exempt), 11 paid holidays, paid volunteer time off.
- Wellness: Walkingspree step-tracking program with challenges and rewards; comprehensive health plans (United Healthcare).
- Inclusive Environment: Annual unconscious bias training, intentionally inclusive culture, employee resource groups.
- Career Development: Opportunities across Product & Technology, Professional Services, Support, Sales, Marketing, Finance, and People & Culture teams.
- Recognition: Peer-to-peer recognition program.