Why join Nextech?

We are a leader in specialty healthcare technology solutions, headquartered in Tampa, FL.

We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected].

Job Summary

The Associate Product Support Representative is responsible for the support of Nextech software applications, ensuring timely response to and resolution of customer questions and issues in order to maintain customer satisfaction. This representative will provide frontline support for incoming calls, emails, and error reports. This representative resolves software issues and questions with known solutions and escalates advanced issues through appropriate channels.

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.

In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:

Essential Functions

Develop proficiency in Nextech software functionality and learn how it is leveraged in a medical office setting

Answer incoming calls from the support queue

Reply to support emails in a timely manner

Fully document and resolve incomplete incidents in a timely manner following Nextech guidelines

Schedule and perform upgrades of the Nextech software

Investigate software exceptions and error reports following Nextech support guidelines

Provide exceptional customer service

Maintain detailed notes and documentation for each support incident in ticketing system

Minimum Requirements

1 year of experience in a software troubleshooting role with customers

Excellent technical skills, including basic computer skills

Strong interpersonal, written, and verbal communication skills

Demonstrated ability to constructively work within a team environment

Proficient skills in using the Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, and Word)

Excellent customer service skills

Ability to type at a rate of 30 WPM, with 90% accuracy

Preferred Qualifications

Bachelor's degree

Salesforce experience

Experience using Zoom Contact Center (or similar) in a call center environment.

Ability to type at a rate of 50 WPM, with 95% accuracy

Working Environment/ Physical Demands

Activities require a significant amount of work in front of a computer monitor

Occasional travel to Tampa office may be necessary

Total Rewards

Employee Assistance Program with free counseling sessions available

15 days PTO at date of hire (increases with years of service) + 10 paid holidays + 1 floating holiday

Generous annual bonus opportunity

iCREATE Employee Recognition Program

Insurance : Choice of Medical, Dental, and Vision plans

Wellness Program including discounts on medical premiums

Health Savings Account

Flexible Spending Account

Volunteer Time Off

100% Company-Paid Parental leave

401(k) with Employer Match

100% Company-Paid Life Insurance and Short/Long Term Disability Insurance

Company-Sponsored 529 College Savings Plan

Corporate Discounts on Retail, Travel, and Entertainment

Pet Insurance options

Nextech

Healthcare Software Support Representative (Remote)