Product Support Consultant II

Job Description:

The primary duties of the Client Services Representative involve delivering exceptional end-user support, particularly to high-revenue clients, while employing a technical skill set that encompasses advanced troubleshooting. This position requires the ability to manage multiple priorities across various escalation channels, including incoming customer calls and emails, within a fast-paced virtual call center setting.

Description ​

• Responds to customer product inquiries via inbound calls or in written internet-based email.
• Respond quickly to requests for assistance in specialty areas via all standard channels.
• Assistance may include in-depth troubleshooting, creation of custom solutions, documenting software defects, and providing instruction to the customer.
• Work performed must be fully documented in the CRM tool.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Appropriately manage and handle support cases. This includes phone etiquette, proper documentation, fully managed case SLAs and alignment with team performance expectations.
• Work directly on issues at the direct supervisor’s direction which are suited for the skillset or to provide elasticity to coworkers when needed.
• May address significant escalations at the direction of a lead or supervisor.
• This position may require knowledge of applicable data privacy practices and laws.
• All employees of NextGen are required to complete annual HIPPA and compliance training.
• All employees of NextGen are required to read and accept the code of conduct upon hire and annually thereafter.
• This role may have access to sensitive data, including PII and ePHI.

Qualifications:

• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures
• Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Innovative - Ability to look beyond the standard solutions.
• Judgment - The ability to formulate a sound decision using the available information. Take constructive criticism and feedback from management and/or customers.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Change management - ability to evolve with changing technology, process, and business solutions.
• Availability – Ability to work overnight shifts that align with US office hours.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.