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Technical Customer Support Representative

Employer
Champ Software, Inc
Location
Mankato
Salary
Competitive

View more

Industry
Technology
Role
Other
Job Type
Long-Term
Hours
Full Time

Description

Be ready to be challenged, think creatively and critically! Some people say electronic health record but we're much more than that. This job provides variety and challenge because you'll do support across our client base. You'll work closely with current customers through the support department to ensure they are satisfied with the services they receive, troubleshoot issues, and help our company improve our product and services. This is a remote-working opportunity but you do need to be within driving distance of Mankato, MN for occasional team meetings.


Responsibilities:

  • Respond to current customer requests for support including; documenting and reproducing any customer-reported issues and escalating issues by applying the internal processes and procedures for escalation.
  • Answer current customer questions about using the software. Sometimes these are simple straight-forward questions, and other times you will have to do some investigation with the customer and our staff to determine if the software has the ability, partially has the ability, or lacks the ability to do what the customer is asking and then offer a solution.
  • When the support queue is busy you will help triage cases, ensuring the most important and urgent cases get attention right away and all customers receive a response and assistance.
  • We expect our employees to be creative thinkers and problem-solvers and share their ideas with the team. As part of the team, you'll be participating in design discussions to improve our product and our company.
  • Provide periodic ongoing training sessions for current customers on specific topics that you become an expert in.
  • You will support use of our electronic health record by healthcare billers, public health clinicians, and public health staff providing clinic-based, and home-based services to their patients.

Skills:

  • This is a remote position so it's essential you are self-motivated, self-directed, and able to stay on task with minimal supervision and be accountable to the team for your time during the business day. You do need to be within a reasonable driving distance of Mankato, MN to attend some in-person training and periodic monthly team meetings. The rest of the time you will be part of our remote-staff.
  • Strong written, organizational and analytical skills
  • Excellent communication skills with cross-functional teams across the organization
  • Familiar with web-based technologies & end user interface best practices
  • Experience in the development and support cycles of business applications
  • Ability to understand end-users needs and requirements
  • Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • Ability to think around problems and come up with creative solutions

Education:

Prefer an Associate's degree or certification in a healthcare program or related field. Will give preference to candidates with a degree or certification in Technical Communication, Public Health, healthcare billing, Medicare certified billing or coding.

Experience:

  • We prefer a person with at least 1 year of experience in healthcare software support, or healthcare billing support, but we are willing to hire without that IF you are the right person. We believe in hiring smart, motivated people and training them well and treating them so well they never want to leave.

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