• 4221 W Boy Scout Blvd, Tampa, FL 33607, USA
• Full-time
Company Description
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 Description
Job Summary
The Product Support Representative – Tier 3 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 second and third-line support for incoming calls, emails, and error reports. This person will also work directly with Implementations, Product Management and Product Development to identify and prioritize high impact opportunities that will drive operational efficiency, effectiveness and improve overall customer satisfaction and retention. In addition, this representative will be responsible for resolving advanced software issues and questions with or without known solutions, managing them through appropriate channels.
All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
Essential Functions: In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:
• Maintain and grow a SME level of proficiency in all product facets of Nextech’ s suite of solutions
• Learn, maintain and grow technical skills\certifications such as Microsoft SQL , Windows, Networking
• Process Advanced Logs, analytics and process dump files
• Serve as the Department Expert for a complete solution (Nextech Select, Nexcloud, MypatientVisit)
• Answer incoming calls from the Premier support queue as backup to Tier 2
• Reply to support emails in a timely fashion
• Fully document and resolve escalated and premier support incidents in a timely manner following Nextech guidelines
• Act as a liaison with Implementation, R&D, Cloud Services and Product Management to help identify and resolve high impact issues while partnering with those teams to proactively influence new feature functionality being added to the product
• Manage escalated cases and escalation queues
• Assist in driving support initiatives throughout the company, working to proactively reduce both case volume and effort
• Investigate the most complex software exceptions and error reports following Nextech support guidelines
• Provide exceptional customer service
• Maintain ongoing contact with assigned clients to ensure customer satisfaction
• Maintain detailed notes and documentation for each support incident in ticketing system
• Create and maintain documentation and training to help drive success for the broader team and our customers
• Teach, guide and mentor tier 1 and 2 representatives
• Own multiple tasks and priorities successfully while devoting 25% of your time to helping others, 50% to working cases and escalations and 25% to driving the success of the team and customers through projects and education
• Carry out other duties as assigned based on business need
Qualifications
Minimum Requirements:
• 4-6 years of relevant technical support and troubleshooting experience
• 4 years of experience supporting Nextech products at a high-performance level with successful outcomes
• Knowledge of Nextech Select, Nexcloud, MypatientVisit
• Expertise in all major areas of the application (PM, EMR, Reports/Analytics, Billing, Patient Portal)
• Strong technical skills, including knowledge of Microsoft Server, SQL and networking
• Strong sense of urgency and personal accountability
• The ability to think and work independently to troubleshoot and resolve a variety of complex software and technical
• Strong interpersonal, written, and verbal communication skills
• Ability to thrive in a fast paced environment and balance multiple priorities
• Influencing and leadership skill with ability to work in collaboration with others
• Excellent customer service skills, especially over the phone
• Flexibility to work different shifts including on call weekend shift
Preferred Qualifications:
• Bachelor’s degree in MIS, IT, or Medical related field
• Experience with MS SQL Server and SQL queries
Additional Information
Total Rewards
Nextech is pleased to offer a variety of health, wellness and lifestyle benefit offerings for all fulltime employees:
• 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
• 15 days PTO at date of hire (increases with years of service) + 10 paid holidays + 1 floating holiday
• 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
Working Environment:
• General office environment: Works generally at a desk in a well-lighted, air-conditioned /office, with moderate noise levels.
• Long-distance or air travel as needed – not to exceed 10 % travel
• Periods of stress may occur.
Physical Demands:
• Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
• Some walking and standing relative to interaction with other personnel.
Job Location
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