Share Email Opening
Title

Software Support Specialist II 

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  
Description

Summary of Job:

A Software Support Specialist II’s goal is to assist with customer requests for assistance in utilizing eMDs software. The Software Specialist II will have knowledge of all modules within the eMDs solution(s) they are responsible for, assisting other team members with questions that are more difficult in nature. They will escalate issues to a Senior Software Specialist and/or Support Engineers as appropriate, for prompt resolution. This person must be comfortable working with all departments in the company to ensure resolution of all inquiries. They must be able to handle multiple competing priorities and escalated customers while maintaining a calm demeanor and will handle a workload of cases. They will also have phone and email responsibilities, as well as project assignments, as needed.

Supervisory Responsibilities:

None.

Essential Duties and Responsibilities:

The Software Support Specialist II will solve cases that are more advanced in nature than a Software Specialist I is expected to solve. Cases will either be escalated to the Software Specialist II by their teammates or they can be assigned directly for resolution. Software Specialist IIs are required to gain an in-depth knowledge of all modules within their respective product line they are responsible for.

 

  • Product, Process and System Knowledge:
    • Has in-depth knowledge of all software modules
    • Passes advanced tests, where available, for areas requiring in-depth knowledge
    • Knowledge of the systems and database platforms the eMDs’ solution(s) they support require
    • Performs some amount of database tables work and passes exams for table knowledge, as applicable
    • Runs scripts and executes stored procedures, as applicable
    • Signs off other Software Specialist’s tables and script work, as well as trains them on how to perform the work
    • Performs thorough analysis and testing related to user issues and system design or functionality issues

 

  • Analytical Skills / Judgement:
    • Continually strives to improve departmental processes and procedures
    • Analyzes, troubleshoots, runs scripts, provides recommendations, and solves customer requests related to our software products
    • Assists customers or onsite information technology professionals with installation, upgrade, setup, and configuration of eMDs software on the customer’s network
    • Determines which calls are applicable to a Software Specialist II skill set and which will need to be escalated and follows the appropriate process for escalation

 

  • Communication:
    • Consults directly with customers via phone, chat and email
    • Listens attentively to leadership, fellow team members 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
    • Creates knowledge base articles for posting onto the customer support site which alert the customer to best practices and provides instructions on software functionality
    • Writes escalations for product defects and issues
    • Must be able to set customer expectations and handle stressful situations
    • Mentors Software Specialist Is and IIs to help them gain knowledge of the product and our processes

 

  • Professionalism:
    • Follows all company policies as defined by eMDs leadership and the HR department
    • Follows the direction, guidance, processes, and policies as defined by Software Support management
    • Follows all Software 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 Software Support
  • Attitude:
    • Sets an example for the team with a positive attitude displayed to all staff and customers
    • Proactively participates in training to increase personal skills and customer issue resolution
    • Willingly assists others, as necessary
  • Other:
    • May be required to handle afterhours on call duties for critical customer issues
    • May be asked to perform application services, such as server migrations and application implementation and/or upgrades, during and afterhours
  • All other duties as assigned
 
Position Requirements
  • Qualifications:
    • Minimum of 12 months of experience in a phone-based software support or health care environment
    • Minimum of 6 months experience with eMDs software
    • Ability to pass aptitude test in resolving application issues of moderate difficulty
    • Ability to demonstrate understanding of departmental policies and procedures
    • Ability to mentor Tier Is and other Tier IIs within the Support department
    • Excellent organizational and time management skills
    • Proven ability to prioritize issues and multi-task
    • Ability to manage customer expectations
    • Ability to address issues with others in a professional and non-confrontational manner
    • Self-starter with strong sense of ownership, assertive follow-through and orientation toward results
    • Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced environment
    • Excellent analytical and problem-solving skills and strong attention to detail
    • Strong verbal and written communication skills are imperative for this position
    • Working knowledge of Microsoft SharePoint
    • Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
    • Must be available between the hours of 7AM – 7PM Central Time

 

ADDITIONAL SKILLS DESIRED (but not required):

  • 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
  • Knowledge of database concepts and software solutions such as Microsoft SQL Server

 

Education and/or Experience or both:

Bachelor’s Degree or equivalent experience required. Minimum of 18 months experience providing excellent support including a minimum of 6 months experience with eMDs software.

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

Other Details about the Job:

All employees must be able to lift 50 lbs.

 
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) 20030255  
Position Software Support Specialist II  
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) Amanda Berlin, Cynthia Duran  
Req Number CUS-22-00021  
Open Date 7/3/2022  
Location Austin (Stonelake)  
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.

To search for an open position, please go to http://eMDs.appone.com



WE ALSO RECOMMEND

Other Jobs Within Same Category
Software Support Specialist - Tier I in Austin, TX
Posted on: 9/9/2022
[Apply Now]

Software Support Representative Tier I in Richardson, TX
Posted on: 7/3/2022
[Apply Now]

Training Consultant II in Anywhere, USA
Posted on: 6/20/2022
[Apply Now]

Software Support Specialist - Tier I in Richardson, TX
Posted on: 6/1/2022
[Apply Now]


Other Jobs Within 60 Miles
Software Engineer II in Austin, TX
Posted on: 9/19/2022
[Apply Now]

Software Support Specialist - Tier I in Austin, TX
Posted on: 9/9/2022
[Apply Now]

Integration and Interoperability Engineer I in Austin, TX
Posted on: 4/11/2022
[Apply Now]

Product Manager II in Austin, TX
Posted on: 8/1/2022
[Apply Now]

Software Engineer II in Austin, TX
Posted on: 9/2/2022
[Apply Now]



Follow us See who works here:
 


 
Click here for technical assistance.