Intellicure is a cutting-edge healthcare technology company and a market leader in wound care. For more than twenty years, Intellicure’s innovations have equipped physicians to provide patients with better care through our SaaS patient charting software, IntellicureEHR. Our company has been recognized by Inc. Magazine as an Inc. 5000 recipient three times and the Houston Business Journal as a Fast 100, Fast Tech 50, and Best Place to Work in Houston. Our accomplishments are because of our people, and our people are a product of our culture. We provide a fun, professional, and collaborative work environment, complete with horizontal and vertical career paths, a comprehensive benefits plan, and a mission that makes you feel good about going to work.

In response to accelerating growth, we are currently looking for an exceptional software technical support representative who can work remotely based in the United States. We take pride in providing superior support to our customers in health care facilities across the country. At Intellicure, we strive to deliver patient charting software that helps physicians provide better care, and our Customer Care Representatives are critical to realizing that mission. If you are a problem solver who is passionate about taking care of customers and making a difference in the lives of patients, this is an excellent opportunity for you!

Responsibilities

• Provide software technical support to web users on Windows, Mac, iOS, and Android.
• Record technical and support requests received via telephone, email, or fax in Intellicure’s ticket management system.
• Troubleshoot software issues and user errors in real-time during customer calls.
• Provide timely responses and updates around issue resolutions to the customer.
• Work together with all members of the team as well as other departments to ensure that any customer issues are resolved promptly.
• Actively communicate with management and be cognizant of organizational needs.
• Provide technical support related to hosting services in Microsoft Azure.
• Prioritizing, processing, and resolving customer needs.
• Creating bug tickets and elevating feature requests.
• Educating customers on our products, including online tools and self-help tutorials.
• Instill user confidence through a deep understanding of our mission and products.
• Testing new features to make sure they are customer ready.

Qualifications and Education Requirements

• Minimum 1 – 2 years of experience providing customer service via phone and email
• Excellent interpersonal skills supported by well-developed verbal and written abilities
• Critical thinking and adaptability in frequently changing environments
• Ability to quickly learn applications and translate that into practical support
• Experience in supporting web-based products
• Ability to handle conflict and respond to questions in a professional manner
• Comfort level working with computers and ability to learn new software systems
• Willingness to learn more about the health care industry

Preferred Skills

• Bachelor’s degree
• Experience working with healthcare IT applications in training, implementation, or customer support environment
• Wound Care and Hyperbaric Oxygen Therapy
• Formal clinical training or equivalent experience
• Knowledge of hospital outpatient and physician office workflow, medical billing, Medicare, and private insurance

Employee Benefits

Intellicure strives to make its employees’ lives at work and home as enjoyable as possible. We offer comprehensive benefits and a family-like culture that appreciates work-life balance.

• Competitive suite of medical benefits
• Retirement plan with company matching
• Health Savings Account (HSA) with company matching
• Paid time off and paid holidays

Job Type: Full-time

Benefits:

• Health insurance
• Health savings account
• Paid time off
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: Remote

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