Software Support Engineer I

Posted on Indeed on Jun 04, 2021

Surgical Notes continues to expand and is looking for a Software Support Engineer I to be located anywhere in the continental United States. This Tier-1 role is responsible for providing timely customer solutions to technical and application support incidents and/or service requests reported from customers via direct phone calls or emails.

The ideal candidate has excellent organizational skills, communication skills (verbal and written), and the desire and ability to quickly learn the workings of proprietary applications. Working as part of a team to meet deadlines is crucial to success in this position.

Our organization prides itself on being built upon a set of strong core values. We are looking for candidates who will actively exhibit Service Excellence, Transparency, Teamwork, Accountability, Hard Work, and a Positive Attitude in their job.

Primary Responsibilities

  • Provide timely technical solutions to customers by accurately identifying problems, researching issues, providing workarounds in reference to Knowledge Base articles, and/or providing permanent fixes
  • Create tickets in ITSM suite (ticket management application) by documenting incidents and requests, and assessing their impact and urgency on customer and business operations
  • Take inbound customer calls, emails, or tickets and attempt resolution before escalating to a Tier-2 teammate
  • Place outbound calls to customers to seek additional information and/or validate resolution of their reported issue(s)
  • Train customers on commonly used features and/or functions within the software
  • Build working relationships and knowledge of other 3rd party vendor support processes and contacts
  • Perform software configuration changes as needed
  • Author, publish, and communicate knowledge base articles or other support documentation
  • Participate in monthly on-call team rotation to cover customer support and/or internal IT incidents or service requests reported outside of normal business hours, including the weekends
  • Perform other related duties as required/assigned

Role Information

  • Full-time
  • Salary, Exempt
  • Eligible for benefits
. Requirements:

Required Knowledge, Skills, Abilities & Education

  • Must be located in the continental United States
  • High School Diploma plus 4 to 6 years’ experience in an IT support role or- a bachelor’s degree in Computer Science, Software Engineering, or Management Information Systems
  • 2+ years’ experience supporting Microsoft Windows desktop environments
  • 2+ years’ of customer service experience using an ITSM or ticketing system
  • 1+ years’ experience with SQL, T-SQL, or PL-SQL with the ability to write and execute basic SQL queries
  • Demonstrated experience and fundamental understanding of hardware, software, networking, and telecommunication relationships and dependencies
  • Relentless problem-solver with excellent listening skills
  • Professional tone w/strong written (e.g., tickets, KBs) and verbal (e.g., phone calls) communication skills
  • Ability to work independently and as part of a team
  • Flexibility to assume new tasks or assignments as needed

Preferred Knowledge, Skills, Abilities & Education

  • HDI Customer Service Representative or Support Center Analyst certification (HDI-SCA or HDI-CSR)
  • Microsoft Certified Professional (MCP) certification
  • CompTIA A+ certification
  • Healthcare experience (revenue cycle management and/or medical records)
  • Document management or EHR software support experience

Physical Demands

  • Sitting and typing for an extended period of time
  • Reading from a computer screen for an extended period of time
  • Speaking and listening on a telephone
  • Required to stoop, kneel, crouch or crawl and may frequently lift and move up to 10 pounds
  • Occasionally lifting and moving up to 50 pounds of office equipment

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