Associate Software Support Representative (Remote - US)

Why join the company?

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 [link for members]

This position is open within all states in the United States except for California.

Essential Functions

• Develop proficiency in the company 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 the company guidelines

• Schedule and perform upgrades of the company software

• Investigate software exceptions and error reports following the company 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

The company Luminary Peer Recognition Program

Wellness Programs

Employee Assistance Program with free counseling sessions available

Corporate Discounts on Retail, Travel, and Entertainment