Representative II, Application Support

Job Description:

The Representative II, Application Support will provide application support to internal and external clients.

• Responsible for responding to support requests and maintaining ticket queues in an effective and timely manner for both internal and external customers.
• Works with vendors to resolve errors and provide resolutions to outstanding issues.
• Maintain ongoing maintenance of software tables and files.
• Create and maintain process documentation.
• Escalate issues to appropriate support levels, ensuring the appropriate documentation is in place at the time of escalation.
• Perform other duties that support the overall objective of the position.

Education Required:  

• Associate degree with major coursework in computer science, business, or related discipline. 
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 1+ years' in customer service, customer relations, call center environment, or related field.   
• 2+ years' in customer application support.  
• 2+ years' simple troubleshooting client issues or concerns.

Knowledge, Skills & Abilities:

• Knowledge of: Customer support/application support best practices. 
• Skill in: Customer service, communication, interpersonal, organized with attention to detail, troubleshooting.
• Ability to: Prioritize workload, meet deadlines, and multi-task while maintaining attention to detail; work in a team environment employing a hands-on approach with colleagues at all levels of the organization; establish and maintain effective working relationships through collaboration and respect.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.