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Software Support Representative
Job#: 03/05/2013
Positions: 1
Posted: 03/18/2013
Job Type: Full Time
Location: Austin, TX
Department: 60-Operations - Administration
Salary: Hourly
Benefits: Full Benefits
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Job Description

Summary of Job Title: A Software Support Representative – Tier I’s goal is to document and assist with customer’s requests for assistance utilizing our software.  This is accomplished through clear communication, trouble shooting, and utilization of resources.  The successful experience of our customers depends on accurate, dependable, and timely resolution of all requests for assistance.


Essential Duties and Responsibilities:   


  • Responds to all incoming calls to our Software Support line, documenting all necessary information regarding the nature of the call, details surrounding the request for assistance, and steps taken to resolve the issue.
  • Determine which calls are applicable to SSR-T1 skill set and which will need to be escalated to SSR-T1 Advanced or Tier II representatives.
  • Must be able to quickly learn core task set for all modules of e-MD’s software suite (Solution Series).
  • Create knowledge base articles for posting onto Customer Support Site which alert the customer to best practices or provide instruction of software functionality.
  • Must be able to communicate (verbal and written) in a professional environment 



  • Minimum of two years combined health care or phone-based customer service experience.
  • Strong verbal and written communication skills are imperative for this position. 
  • Experience with MS Office Suite (Word, Excel, Outlook).
  • Must be available between the hours of 7AM – 7PM CST.
  • Must be able to thrive in a busy, high call volume environment.


Education and/or Experience or both:

  • Experience with medical software
  • Knowledge of medical terminology
  • Experience with MS SQL Server 2003 and 2005



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