Product Support Consultant III

September 25

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NextGen Healthcare

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

1001 - 5000

💰 Venture Round on 2015-02

Description

• The major responsibilities of the Client Services Representative are to provide high-quality end-user support. • This role balances numerous priorities across escalation channels, including email and instant messaging requests. • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. • Assists with in-depth troubleshooting, creation of custom solutions, and documentation of software defects. • Work 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 are critical to responding to customer-centric activities. • Appropriately manage and handle support cases including phone etiquette and proper documentation. • Work directly on issues at direct supervisor’s direction. • 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.