Technical Services Representative (Remote - United States)

Why join Nextech? We are a leader in specialty healthcare technology solutions. 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]. This position is open within all states in the United States except for California. Role Overview: The Technical Services Specialist is responsible for providing advanced technical services and support for all Nextech Software Products in accordance with clients' needs. The specialist will provide technical support by troubleshooting and investigating escalated Tier 1 or Tier 2 technical incidents as well as provide add-on, fee-based technical services. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.   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.)

Carry out additional responsibilities as assigned based on business needs

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

Remote work

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.

This position is open within all states the United States except for California.