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Software Support Specialist - Tier I 

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  

Summary of Job Title: A Software Support Specialists - Tier I goal is to assist with customer requests for assistance in utilizing the eMDs software suite via inbound and outbound phone calls, chat and email. This is accomplished through teamwork, clear communication, trouble shooting, and application of resources. The successful experience of our customers depends on accurate, dependable, and timely resolution of all requests for assistance.

Essential Duties and Responsibilities:.

  • Product, Process and System Knowledge:
  • Learns core task set for all modules of eMDs Solution Series suite and passes applicable exams
  • Obtains in depth knowledge of eMDs Solution Series software suite
  • Clearly documents customer cases in the CRM system and follows the processes established for CRM use cases

Analytical skills / Judgement:

  • Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to or affecting our software products
  • Determines which calls are applicable to a Tier I skill set, which will need to be escalated, and follows the appropriate process for escalation


  • Consults directly with customers via phone, chat, 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
  • Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality
  • Must be able to set customer expectations and handle stressful situations when customers are frustrated or upset


  • 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
  • All other duties as required.
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
  • Minimum of one year customer service experience
  • Ability to thrive in a high call volume environment
  • Ability to manage multiple tasks at the same time in a fast-paced environment
  • Strong communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner to internal and external customers
  • 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
  • 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: See Above

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

Certificates / Licenses / Registrations: See Above

All employees must be able to lift 50lbs: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full-Time/Part-Time Full-Time  
Shift -not applicable-  
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 Support Specialist - Tier I  
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-22-00019  
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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