Software Support Triage Advisor

7 days ago


Austin, Texas, United States CompuGroup Medical Full time
Company Overview

At CompuGroup Medical, we're revolutionizing healthcare through innovative solutions. Our mission is to empower healthcare professionals by providing cutting-edge technology.

Job Description

As a Software Support Triage Representative, you'll play a critical role in creating the future of e-health. Your primary responsibility will be to effectively triage and resolve customer issues related to our software solutions.

Estimated Salary

$55,000 - $65,000 per year, depending on location and experience.

Key Responsibilities:
  • Document customer cases in our CRM system and adhere to established processes.
  • Learn and understand the basic functionality of all modules within our company software.
  • Determine which calls can be quickly resolved and which require escalation to other queues or departments.
  • Exercise good judgment when interacting with customers to ensure timely issue resolution while meeting their needs.
  • Consult directly with customers via phone and email to provide personalized support.
  • Set customer expectations and handle stressful situations professionally.
  • Proactively develop new skills to enhance professional abilities and increase customer satisfaction.
Required Skills and Qualifications

To succeed in this role, you'll need:

Essential Qualifications:
  • Availability to work between 7AM - 7PM Central Time, Monday through Friday.
  • Knowledge of Electronic Healthcare Records (EHR) systems, medical terminology, medical office workflow, medical billing, insurance, and technical hands-on support in a professional hardware or software environment.
  • Ability to manage multiple tasks simultaneously in a fast-paced, high-call-volume environment.
  • Excellent communication skills (verbal and written) for interacting with internal and external customers.
  • Working knowledge of Microsoft Office Suite (Word and Outlook).
Benefits

We offer a comprehensive benefits package, including:

  • Purpose-driven work environment
  • Diverse and inclusive community
  • Variety of internal career opportunities
  • Long-term career perspectives
  • Secure workplace in a crisis-proof market
  • All-round benefits package: medical, dental, vision, 401k with employer matching, and personal time off
  • Modern workplaces, flexible working hours, and hybrid work options


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