Position Details

Come Grow With Us!

As medical offices, dental practices and hospitals shift to a paperless platform, the highly talented employees of NextGen Healthcare are helping to guide the way. We’re dedicated to improving patient care and reducing healthcare costs by providing innovative and award-winning technology systems and services as well as the highest standard of client satisfaction. Our extraordinary success has been built upon nearly 40 years pioneering the field of health information technology, and we are honored to have been recognized by numerous third-parties along the way. We have been ranked on Forbes list of America’s 100 Best Small Companies for 12 consecutive years, and, for the past three, garnered a prestigious spot on its list of America’s Fastest-growing Tech Companies alongside leading, Silicon Valley tech giants.

It’s an exciting time to join our dynamic team. If you are passionate about making a meaningful difference within the fast-growing and challenging environment of an industry leader, opportunities abound.

Title: Core Upgrades

Department: Technical Support

Job Summary:

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. 

Job Responsibilities:

  • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
  • 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.
  • 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.
  • Author and approve knowledge articles, which are utilized by customers and internal staff to resolve problems that have been previously solved by the support organization.
  • 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 manager's direction which are suited for the skill-set or to provide elasticity to co-workers when needed.

Required Qualifications:

  • 3 plus years of experience in Customer services, software related business or similar experience.
  • Strong working knowledge of Microsoft SQL
  • Basic on Joins, cursors, table backup and finding length of text.
  • Computer programming knowledge and/or equivalent course work.
  • Relational database programming or similar database programming knowledge. 
  • Working knowledge of SQL, T-SQL, and SQL Server
  • Knowledge of Microsoft Applications/Window, Word, Excel, PowerPoint, Outlook
  • Bachelor's Degree or any other equivalent degree.
  • Flexible to work on shifts. 

Desired Qualifications:       

The position absolutely requires someone who can learn quickly and build their own toolbox of solutions and skills to provide value to our clients.

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