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Software Triage Specialist 

About the Organization
eMDs offers exciting opportunities that will challenge your abilities, expand your skills and reward your contributions in an atmosphere that encourages both personal and professional growth for all.

Additionally, eMDs offers competitive compensation, excellent benefits, and a positive work environment designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization.

Our History

eMDs was founded in 1996 by David Winn, MD, a board-certified family practice physician with a very strong business background who understood the value of having an integrated practice management system which helped physicians focus on patients while optimizing practice financials. Dr. Winn was dissatisfied with offerings on the market, and set out to create his own. The eMDs clinic was first implemented in 1998. Using our own practice management system meant we fully understood what it takes to create the perfect EHR system and why the company built our reputation upon being a highly usable system.

Many years later, we've retained the same values from our early days. We are dedicated to building the best integrated EHR and RCM systems and services. We focus on listening to our customers. And most importantly, we focus on making the practice of medicine enjoyable and fulfilling.

Our Leadership

Since our founding, we have been privileged to have been led by certified healthcare professionals and proven IT leaders.
Category Customer Service  
Close Date  

A Software Triage Specialist’s goal is to respond promptly to customer phone calls and e-mails, by answering customer questions, appropriately creating and documenting cases and routing those to the appropriate teams, when necessary. It is expected that the Software Triage Specialists’ knowledge of our different products will increase over time allowing them to respond to more customer questions as their knowledge increases. This is accomplished through teamwork, clear communication, trouble shooting, and proper application of resources. The successful experience of our customers depends on accurate, dependable, and timely creation and resolution of all requests for assistance.

Essential Duties and Responsibilities:

  • Product, Process and System Knowledge:
    • Clearly documents customer cases in the CRM system and follows the processes established for CRM use cases
    • Learns basic functionality for all modules within eMDs software
    • Obtains in depth knowledge on some of eMDs software suite
  • Analytical skills / Judgement:
    • Listens to customer’s issues and appropriately document those in cases
    • Determines which calls can be quickly answered, and which should be routed to other queues or departments
    • Uses good judgment when working with customers to assure that phone calls are answered quickly while balancing the customer’s needs
  • Communication:
    • Consults directly with customers via phone and email
    • Listens attentively to leadership, team, and customers to gain a comprehensive understanding of issue/request
    • Clearly communicates (verbal and written) in a professional, courteous, and respectful manner
    • Documents customer interactions thoroughly, clearly, and concisely, using appropriate grammar and spelling
    • Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset
  • Professionalism:
    • Follows all company policies as defined by eMDs leadership and the HR department
    • Follows the direction, guidance, processes, and policies as defined by Customer Support leaders
    • Follows all Customer Support processes correctly the first time and every time
    • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support


    • Maintains a positive “can-do” attitude in order to help foster a positive team environment
    • Proactively learns new skills in an effort to improve professional abilities and increase customer satisfaction .
Position Requirements


  • 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. Shifts are assigned according to highest call times
  • Strong focus on customer service and team work
  • Ability to thrive in a high call volume environment
  • Ability to manage multiple tasks at the same time in a fast-paced environment
  • Good communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner to internal and external customers
  • Working knowledge of Microsoft Office Suite (Word and Outlook)


  • Knowledge of medical terminology/medical office workflow
  • Knowledge of medical billing or insurance
  • Knowledge of Electronic Healthcare Records (EHR) systems
  • Knowledge of technical hands-on support in a professional hardware or software environment


Education and/or Experience or both:

High School Diploma or GED

Language Skills: Employees are required to speak, read and write English

Full-Time/Part-Time Full-Time  
Shift Days  
CGM corporate job profile 1506 - L1 Support Professional  
Statement if backfill, budgeted or non budgeted budgeted  
SAP position number (by corporate SAP OrgMgt)  
Position Software Triage Specialist  
Division IDE - eMDs  
Post Internal Days 0  
Created By Cynthia Duran  
Number of Openings 1  
Number Filled 1  
Exempt/Non-Exempt Non-Exempt  
Hiring Manager(s) Brenda Smith, Cynthia Duran  
Req Number CUS-22-00017  
Open Date 6/1/2022  
Location Richardson  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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