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Software Support Representative 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

A Tier I Software Support Representative’s goal is to assist with customer requests for assistance in utilizing CGM software products and services. 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


  • Follows all company policies, direction, guidance, and processes as defined by CGM leadership and the HR department.
  • Responds to all customer requests for assistance in a timely manner that meets or exceeds the expected service level agreement for Customer Support.


Responds to all customer and leadership requests in a professional, courteous, and respectful manner.

  • Maintains a positive “can-do” attitude in order to help foster a positive team environment.
  • Proactively improves knowledge and job proficiency in an effort to increase customer satisfaction, including issue resolution.
  • Proactively learns new skills in an effort to improve professional abilities and increase customer satisfaction.


  • 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.
  • 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.

Analytical skills / Judgment

  • 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.
  • Product, Process and System Knowledge
  • Learns core task set for all features of assigned CGM software products and passes applicable exams.
  • Obtains in depth knowledge of assigned CGM Software Products
  • Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.
Position Requirements
  • Must be available between the hours of 7AM – 7PM CST 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 customer facing communication skills (verbal and written). Must communicate in a professional, courteous, and respectful manner.
  • 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).

Addional Skills Desired (but not required)

  • Knowledge of medical terminology/medical office workflow.
  • Knowledge of medical billing or insurance.
  • Working knowledge of Electronic Healthcare Records (EHR) systems.
  • Experience providing technical hands-on support in a professional hardware or software environment.
Language Skills
Employees are required to speak, read and write English
Physical Demands / Work Environment
All employees must be able to lift 50lbs
Full-Time/Part-Time Full-Time  
Shift Various Shifts  
CGM corporate job profile 1506 - L1 Support Professional  
Statement if backfill, budgeted or non budgeted budgeted  
SAP position number (by corporate SAP OrgMgt) 20030308  
Position Software Support Representative Tier I  
Division IDE - eMDs  
Post Internal Days 0  
Created By Cynthia Duran  
Number of Openings 1  
Number Filled 0  
Exempt/Non-Exempt Non-Exempt  
Hiring Manager(s) Brenda Smith, Cynthia Duran  
Req Number CUS-22-00022  
Open Date 7/3/2022  
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 accepting applications.

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