Technical Services Representative

Posted Mar 25

Why join Nextech?

We are a leader in specialty healthcare technology solutions, headquartered in Tampa, FL.

We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.

Role Overview:

The Technical Services Specialist is responsible for providing advanced technical services and support for all Nextech Software Products in accordance with clients' needs. The specialist will provide technical support by troubleshooting and investigating escalated Tier 1 or Tier 2 technical incidents as well as provide add-on, fee-based technical services. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.  

Essential Functions

  • Maintain and grow a strong proficiency in all technical facets of the 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 following Nextech guidelines
  • Partner with both Product Support and Development to resolve technical issues within the solution and act as a liaison for escalating issues
  • Schedule and perform upgrades to Nextech software (where applicable)
  • Investigate more complex technical issues following Nextech support guidelines
  • 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 to help drive success for the broader team and our customers
  • 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; make recommendations as necessary
  • Manage serious client technical issues including troubleshooting hardware and software (i.e., data corruption, system slowness, network disconnects, etc.)
  • Other duties as assigned

Minimum Requirements

  • 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
  • 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

Preferred Qualifications

  • 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
  • Minimum of 2+ years of experience supporting software solutions
  • Bachelor’s degree in MIS or related IT field plus work experience combination in IT field
  • Expert in reading HL7 messages and understanding HL7 requirements
  • Intermediate to expert knowledge of SQL queries and able to write advanced queries 
  • Experience with System Performance Monitoring / Troubleshooting
  • 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 

Working Environment/ Physical Demands

  • Primarily a remote work role.  
  • Long-distance or air travel may be needed for team meetings or training on a limited basis
  • Activities require a significant amount of work in front of a computer monitor.

Total Rewards

  • Employee Assistance Program with free counseling sessions available.
  • 15 days PTO pro-rated at date of hire (increases with years of service) + 10 paid holidays + 1 floating holiday
  • Generous annual bonus opportunity
  • iCREATE Employee Recognition Program
  • Insurance : Choice of Medical, Dental, and Vision plans
  • Wellness Program including discounts on medical premiums
  • Health Savings Account
  • Flexible Spending Account
  • Volunteer Time Off
  • 100% Company-Paid Parental leave
  • 401(k) with Employer Match
  • 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
  • Company-Sponsored 529 College Savings Plan
  • Corporate Discounts on Retail, Travel, and Entertainment
  • Pet Insurance options