Software Support Representative Tier I

A Tier I Software Support Representative’s goal is to assist with customer requests for assistance in utilizing the eMDs software suite.  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.

• → Professionalism
  • → Follows all company policies, direction, guidance, and processes as defined by eMDs 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.

• → Attitude
  • → 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.

• → Communication
  • → 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 modules of e-MDs Solution Series suite and passes applicable exams.
  • → Obtains in depth knowledge of e-MDs Solution Series software suite.
  • → Clearly documents customer tickets in the CRM system and follows the processes established for CRM use.