What are the responsibilities and job description for the Software Support Specialist I position at CompuGroup Medical SE & Co. KGaA?
Create the future of e-health together with us by becoming a Software Support Specialist I
At CompuGroup Medical we have the mission of building ground-breaking solutions for digital healthcare. Our vision is revolutionizing how healthcare professionals produce, access, and utilize information and thus enabling them to focus on the core value of their work: patient outcomes.
Your Contribution
We create the future of e-health. Join us in a cause that shapes the very future of hope and healing. At the powerful crossroads of healthcare and innovation, we are passionately building the next chapter of e-health—a revolution that saves lives, transforms care, and brings compassion into the digital age. Together, we can make a lasting difference.
At CompuGroup Medical we have the mission of building ground-breaking solutions for digital healthcare. Our vision is revolutionizing how healthcare professionals produce, access, and utilize information and thus enabling them to focus on the core value of their work: patient outcomes.
Your Contribution
- Provide frontline technical support for the eMDs software suite by assisting healthcare professionals with questions, troubleshooting issues, and guiding them through software functionality.
- Documents customer cases in the CRM system and follows the processes established for CRM use cases.
- Analyzes and troubleshoots customer issues using approved tools and SQL scripts, provides recommendations, and resolves requests related to our software products.
- Consults directly with customers via phone, chat, and email and documents interactions thoroughly and clearly using appropriate grammar and spelling.
- Create knowledge base articles for the customer support site that highlight best practices and provide instructions on software functionality.
- Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset.
- Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.
- Minimum of one year’s customer service experience.
- Must be available between the hours of 7AM – 7PM Central Time Monday through Friday. (Employees will be assigned an 8-hour shift between these hours.)
- This position is an onsite, in-office role and requires employees to work from the office location during their assigned shift (Austin, Texas).
- Familiarity with Electronic Health Record (EHR) systems is a plus.
- Ability to thrive in a high call volume environment and multi-task in a fast-paced environment.
- Ability to troubleshoot and use the tools available in the Windows operating systems to diagnose problems.
- Ability to independently perform research using resources such as the internet and procedure manuals.
- Purpose: Become a part of a significant initiative. At the intersection of healthcare and digital innovation, we are shaping the future of e-health.
- Equal Opportunity Employer: At CGM, we value our team members and strive to create an environment where everyone has the opportunity to succeed.
- Career Opportunities: We are offering a variety of internal career opportunities and numerous long-term perspectives.
- Security: We offer a secure workplace in a crisis-proof market.
- All-round benefits package: Medical, Dental and Vision as well as 401k with employer matching. Personal Time Off to promote work life balance.
- Work environment: Modern workplaces, flexible working hours, hybrid work options and much more.
We create the future of e-health. Join us in a cause that shapes the very future of hope and healing. At the powerful crossroads of healthcare and innovation, we are passionately building the next chapter of e-health—a revolution that saves lives, transforms care, and brings compassion into the digital age. Together, we can make a lasting difference.