Software Support Representative Tier II

Austin, TX

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Job Description

Summary of Job Title: The Software Support Representative - Tier II – Account Managers goal is to ensure that the clients assigned to the Account Managers support team receive excellent customer service.  The Account Manager will monitor the ticket queue and assign tickets in a logical manner to team members.  The Account Manager will mentor members of his/her team and assist with questions, issues and identified items, escalating as appropriate for prompt resolution.  This person must be comfortable working with all departments in the company to ensure resolution of all inquiries from the account.  They will also resolve tickets on their own.  They must be able to handle multiple competing priorities and escalated customers while maintaining a calm demeanor.  They will also have phone queue and chat queue responsibilities.


Essential Duties and Responsibilities:


  • Professionalism
    • Follows all company policies as defined by e-MDs leadership and the HR department.
    • Follows the direction, guidance, processes, and policies as defined by Customer Support Team Leads, Customer Support Managers, and e-MDs leadership.
    • Follows all Customer Support processes correctly the first-time and every time.
    • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
    • Leads a small team, showing respect to each team member.
    • Provides direction and technical guidance to team members in a positive and respectful manner.


  • Attitude:
    • Responds to all customer and leadership requests in a professional, courteous, and respectful manner.
    • Sets an example for the team with a positive attitude displayed to all staff and customers.
    • Proactively learns new things that increase personal skills and customer issue resolution.
    • Willingly assists others when asked.


  • Communication:
    • Consults directly with customers via phone, chat and email
    • Listens attentively to leadership, team and customers to gain a comprehensive understanding of issue/request.
    • Clearly communicates (verbal and written) in a professional, courteous, and respectful manner.
    • Documents customer interactions thoroughly, clearly and concisely.
    • Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality.
    • Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.
    • Clearly and professionally communicates expectations to team both verbally and in written format.
    • Manages the appropriate dissemination of critical information to the appropriate audiences.
    • Communicates the efforts of the team clearly and concisely to the customer, managers and other departments as appropriate.


  • Analytical Skills / Judgment:
    • Continually strives to improve departmental processes and procedures.
    • Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products.
    • Assists customers or onsite information technology professionals with installation, upgrade, setup, and configuration of e-MDs software on the customer’s network.
    • Determines which calls are applicable to a Tier II skill set and which will need to be escalated and follows the appropriate process for escalation.
    • Accountable for all Software Support ticket inventory despite competing phone queue and chat queue responsibilities.



  • Product, Process and System Knowledge:
    • Acts as subject matter expert and has in depth knowledge for several e-MDs Solution Series and cloud based software modules. 
    • Passes advanced tests for areas of in depth knowledge.
    • Performs a limited amount of database table work, passes exams for table knowledge.
    • Performs thorough analysis, testing and documentation related to user issues and system design or functionality issues.



Skills & Requirements


  • Minimum of 18 months of experience in a phone based software support or health care environment.
  • Minimum of 6 months experience with e-MDs software.
  • Excellent organizational and time management skills.
  • Ability to lead and motivate a small team.
  • Proven ability to prioritize issues and multi-task.
  • Ability to manage customer’s expectations
  • Ability to address issues with others in a professional and non-confrontational manner.
  •  Excellent interpersonal relations. Must communicate in a professional, courteous, and   respectful manner.
  • Self-starter with strong sense of ownership, assertive follow-through and orientation toward results.
  • Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced environment.
  • Excellent analytical and problem solving skills and strong attention to details.
  • Strong verbal and written communication skills are imperative for this position.