Product Support Consultant, II

February 25

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NextGen Healthcare

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NextGen Healthcare is a company that provides integrated health IT solutions to ambulatory practices. Their services include electronic health records (EHR), practice management, interoperability, patient engagement, and telehealth solutions. They aim to enhance the patient and provider experience through innovative technologies such as AI-driven workflows and mobile solutions. NextGen Healthcare also offers tailored solutions for various specialties and focuses on improving clinical and financial outcomes for their clients. They support practices of all sizes, from small offices to large enterprises, and emphasize the importance of interoperability and data exchange to enhance healthcare delivery.

EHR • financial • and HIE solutions for hospitals • health systems • physician practices

1001 - 5000 employees

Founded 1998

⚕️ Healthcare Insurance

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2015-02

📋 Description

• Responds to customer product inquiries via inbound calls or in written internet-based email. • Respond quickly to requests for assistance in specialty areas via all standard channels. • Assistance may include in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instruction to the customer. • Work performed must be fully documented in the CRM tool. • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. • Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. • Documents customer information and recurring technical issues to support product quality programs and product development. • Appropriately manage and handle support cases. • This includes phone etiquette, proper documentation, fully managed case SLAs and alignment with team performance expectations. • Work directly on issues at the direct supervisor’s direction which are suited for the skillset or to provide elasticity to coworkers when needed. • May address significant escalations at the direction of a lead or supervisor. • This position may require knowledge of applicable data privacy practices and laws.

🎯 Requirements

• Communication, Oral - Ability to communicate effectively with others using the spoken word. • Communication, Written - Ability to communicate in writing clearly and concisely. • Customer Oriented - Ability to take care of the customers' needs while following company procedures. • Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. • Innovative - Ability to look beyond the standard solutions. • Judgment - The ability to formulate a sound decision using the available information. • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. • Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes. • Change management - ability to evolve with changing technology, process, and business solutions. • Availability – Ability to work overnight shifts that align with US office hours.