Software Support Engineer I

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: 

1.  Communication 
2.  Problem Solving  
3.  Attention to Detail 
4.  Customer Service 
5.  Initiative/Execution