Job Description:

• Receives and responds to customer product inquiries through various communication modalities such as telephone, email, and/or chat platforms.
• Provides coverage for Helpdesk phone and email traffic.
• Follows day-to-day workflow activities and processes to ensure customer issues have been received, routed, and documented; organizes, audits, enters, and reports outage data into SalesForce (SF).
• Handles a variety of technical support cases including but not limited to speaking with customers and mitigating conflict or difficult client situations.
• Addresses and works to resolve issues and/or complaints; escalate to appropriate teams or management for assistance, when necessary.
• Create, open, transfer, and/or reassign support cases to appropriate team members; follows up with assigned team members to provide additional information or obtain feedback on status of support case.
• Partners with support teams to update status codes or categories; ensures cases are routed to the appropriate teams with complete and accurate information.
• Notifies support teams of potentially urgent or critical issues through various communication platforms including chat, email, telephone.
• Escalates disgruntled or dissatisfied customer issues to Account Managers and/or Senior Management, as needed.
• Assists with SF testing to ensure Helpdesk workflow efficiencies; makes recommendations for consideration related to SF workflow processes to increase client satisfaction and process efficiencies.

Education Required:

• Associate degree.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Shift:

• 8-hour shift between the hours of 8am EST and 7pm EST

Experience Required:

• 2 years of experience in customer service, software, or related field.

Knowledge, Skills & Abilities:

• Knowledge of:Technology and customer support best practices; software, technologies, and applications to assist with interactions via web, telephone, or other electronic means; trends related to customer support techniques; practices, tools, and techniques for communicating with clients in a professional manner; laws, regulations, policies, and procedures governing the functional area; Microsoft Office Suite.
• Skill in:Applying logical and scientific thinking to a wide range of intellectual and practical issues and concerns; interpreting laws and regulations; problem solving, analytical, and critical thinking; working as member of a team; communicating clearly, concisely, and effectively; establishing and maintaining effective working relationships.
• Ability to:Work in a fast-paced environment; work with customers needs while following the organization's policies and procedures; determine and apply solutions to work-related problems; stay organized, prioritize workload, and multi-task to meet deadlines.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.