Software Support Engineer I Apply
Surgical Notes is hiring for a Software Support Engineer I to be located anywhere in the continental United States. This Tier-1 role is responsible for providing timely customer solutions to technical and application support incidents and/or service requests reported from customers via direct phone calls or emails. The ideal candidate has excellent organizational skills, communication skills, with the desire and ability to learn quickly. Working as a part of the team to meet deadlines, but also being able to work independently is crucial to the success in this position. Our organization prides itself on being built upon a set of strong core values. We are looking for candidate who will actively exhibit these core values: Service Excellence, Transparency, Teamwork, Accountability, Hard work, and Positive Attitude.
External Title: Software Support Engineer I
Internal Title: US DOC Individual Contributor I
Reports to: Manager Infrastructure Operations & Product Support
Responsibilities:
- Provide timely technical solutions to customers by accurately identifying problems, researching issues, providing workarounds in reference to Knowledge Base articles, and/or providing permanent fixes
- Create tickets in ITSM suite (ticket management application) by documenting incidents and requests, and assessing their impact and urgency on customer and business operations
- Take inbound customer calls, emails, or tickets and attempt resolution before escalating to a Tier-2 teammate
- Place outbound calls to customers to seek additional information and/or validate resolution of their reported issue(s)
- Build working relationships and knowledge of other 3rd party vendor support processes and contacts
- Perform software configuration changes as needed
- Author, publish, and communicate knowledge base articles or other support documentation
- Participate in monthly on-call team rotation to cover customer support and/or internal IT incidents or service requests reported outside of normal business hours, including the weekend
- Perform other responsibilities as assigned
Role Information:
- Full-Time
- Salaried
- Exempt
- Eligible for Benefits
- Remote: The minimum bandwidth requirements are 10 Mbps upload and 50 Mbps download speeds. The recommended bandwidth requirements are 20 Mbps upload and 100 Mbps download speeds.
Job Requirements:
Required Knowledge, Skills, Abilities & Education:
- High School Diploma plus 4 to 6 years' experience in an IT support role or- a bachelor's degree in Computer Science, Software Engineering, or Management Information Systems
- 2 years' experience supporting Microsoft Windows desktop environments
- 2 years of customer service experience using an ITSM or ticketing system
- 1 years' experience with SQL, T-SQL, or PL-SQL with the ability to write and execute basic SQL queries
- Demonstrated experience and fundamental understanding of hardware, software, networking, and telecommunication relationships and dependencies
- Relentless problem-solver with excellent listening skills
- Professional tone w/strong written (e.g., tickets, KBs) and verbal (e.g., phone calls) communication skills
- Ability to work independently and as part of a team
- Strong attention to detail and speed while working within tight deadlines
- Exceptional ability to follow oral and written instructions
- A high degree of flexibility and professionalism
- Excellent organizational skills
- Outstanding communications skills; both verbal and written
Preferred Knowledge, Skills, Abilities & Education:
- Experience working in an Ancillary/Ambulatory Surgery Center (ASC)
- Strong Microsoft Office skills in Excel, Outlook, and Teams
- HDI Customer Service Representative or Support Center Analyst certification (HDI-SCA or HDI-CSR)
- Microsoft Certified Professional (MCP) certification
- CompTIA A+ certification
- Healthcare experience (revenue cycle management and/or medical records)
- Document management or EHR software support experience
Physical Demands:
- Sitting and typing for an extended period of time
- Reading from a computer screen for an extended period of time
- Speaking and listening on a telephone
- Working independently
- Frequent use of a computer and other office equipment
- Work environment of a traditional fast-paced and deadline-oriented office
- Working closely with others
- Frequent verbal communication, primarily over the phone, and face-to-face interaction
- Required to stoop, kneel, crouch or crawl and may frequently lift and move up to 10 pounds
- Occasionally lifting and moving up to 50 pounds of office equipment
Key Competencies:
- Communication
- Problem Solving
- Attention to Detail
- Customer Service
- Initiative/Execution
About Surgical Notes
Surgical Notes is the premier ASC revenue cycle management and billing services partner. Our expert teams with ASC-specific experience provide scalable billing, transcription, coding, and document management services and solutions that fully integrate with all leading ASC practice management systems. The largest management companies and hundreds of ASCs that partner with Surgical Notes experience and benefit from immediate operational and financial improvements that exceed industry performance levels.
Surgical Notes is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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