Product Support Consultant III

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.

• 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 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 code of conduct upon hire and annually thereafter.
• This role may have access to sensitive data to include 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.
• NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.