Technical Services Representative (Remote - United States)

Flexibility to work evening shift, and flexibility for occasional on call weekend shifts. Advanced technical skills, including basic computer/technology skills. Proficient to excellent Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, Visio, and Word) experience. Familiarity with Windows and Server Environments, Connectivity, Navigation. Intermediate experience in reading HL7 messages and understanding HL7 requirements. Basic knowledge of SQL queries and able to write basic queries. Hands-on experience with APIs, including providing support and troubleshooting. Basic proficiency in HTML and JavaScript, with the ability to make minor modifications to scripts and assist clients with web-based tasks. Strong to excellent interpersonal, written, and verbal communication skills. Proven/demonstrated ability to work independently as well as in a team environment, handle multiple demands and changing priorities and exhibit results with a high level of accuracy. Excellent project management, analytical and problem-solving skills, detail oriented along with superb time management skills in a high paced environment. Excellent customer service skills. Minimum of 2+ years of experience supporting the Nextech Products P+, ICP, or Select, with high performance and demonstrated proclivity toward technical aspects of the software (Preferred). Minimum of 2+ years of experience supporting software solutions (Preferred). Bachelor’s degree in MIS or related IT field plus work experience combination in IT field (Preferred). Expert in reading HL7 messages and understanding HL7 requirements (Preferred). Intermediate to expert knowledge of SQL queries and able to write advanced queries (Preferred). Experience with System Performance Monitoring / Troubleshooting (Preferred). Expert technical skills, including intermediate to expert computer/technology skills and proficient to excellent Microsoft© Office Suite (Access, Excel, Outlook, PowerPoint, Visio, and Word) experience (Preferred).

Provide advanced technical services and support for Nextech Software Products. Troubleshoot and investigate escalated Tier 1 or Tier 2 technical incidents. Provide add-on, fee-based technical services. Maintain and grow strong proficiency in all technical facets of Nextech software solutions. Answer incoming calls and/or handle incoming cases from the Technical Services Queue. Reply to Technical Services requests in a timely fashion. Fully document and resolve incomplete incidents in a timely manner. Partner with Product Support and Development to resolve technical issues and act as a liaison for escalating issues. Schedule and perform upgrades to Nextech software. Investigate more complex technical issues. Provide exceptional customer service. Maintain ongoing contact with assigned clients to ensure customer satisfaction. Maintain detailed notes and documentation for each support incident in ticketing system. Create and maintain documentation and training. Help build and maintain a robust Knowledge Base. Provide support for HL7/HIE/Lab/Device integrations. Coordinate and perform data exports and/or software upgrades as needed. Evaluate client hardware to ensure it meets Nextech requirements. Manage serious client technical issues including troubleshooting hardware and software.