Technical Services Representative

Essential Functions

• Maintain and grow a strong proficiency in all technical facets of the Nextech software Solutions.
• Answer incoming calls and/or handle incoming cases from the Technical Services Queue
• Reply to Technical Services requests in a timely fashion
• Fully document and resolve incomplete incidents in a timely manner following Nextech guidelines
• Partner with both Product Support and Development to resolve technical issues within the solution and act as a liaison for escalating issues
• Schedule and perform upgrades to Nextech software (where applicable)
• Investigate more complex technical issues 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
• Help build and maintain a robust Knowledge Base
• Provide support for HL7/HIE/Lab/Device integrations
• Coordinate and perform data exports and/or software upgrades as needed
• Evaluate client hardware to ensure it meets Nextech requirements; make recommendations as necessary
• Manage serious client technical issues including troubleshooting hardware and software (i.e., data corruption, system slowness, network disconnects, etc.)
• Other duties as assigned

Minimum Requirements

• Flexibility to work evening shift, and flexibility for occasional on call weekend shifts
• Advanced technical skills, including basic computer/technology skills
• Proficient to excellent Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, Visio, and Word) experience 
• Familiarity with Windows and Server Environments, Connectivity, Navigation
• Intermediate experience in reading HL7 messages and understanding HL7 requirements
• Basic knowledge of SQL queries and able to write basic queries
• Hands-on experience with APIs, including providing support and troubleshooting
• Basic proficiency in HTML and JavaScript, with the ability to make minor modifications to scripts and assist clients with web-based tasks such as adjusting scripts for custom use on client webpages
• Strong to excellent interpersonal, written, and verbal communication skills
• Proven/demonstrated ability to work independently as well as in a team environment, handle multiple demands and changing priorities and exhibit results with a high level of accuracy
• Excellent project management, analytical and problem-solving skills, detail oriented along with superb time management skills in a high paced environment
• Excellent customer service skills

Preferred Qualifications

• Minimum of 2+ years of experience supporting the Nextech Products P+, ICP, or Select, with high performance and demonstrated proclivity toward technical aspects of the software
• Minimum of 2+ years of experience supporting software solutions
• Bachelor’s degree in MIS or related IT field plus work experience combination in IT field
• Expert in reading HL7 messages and understanding HL7 requirements
• Intermediate to expert knowledge of SQL queries and able to write advanced queries 
• Experience with System Performance Monitoring / Troubleshooting
• Expert technical skills, including intermediate to expert computer/technology skills and proficient to excellent Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, Visio, and Word) experience 

Working Environment/ Physical Demands

• Primarily a remote work role.  
• Long-distance or air travel may be needed for team meetings or training on a limited basis
• Activities require a significant amount of work in front of a computer monitor.

Total Rewards

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• iCREATE Employee Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options