Product Support Engineer - will be client-facing, first point of contact for customers, cross-functional, remote support engineer responsible for providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure. This position will actively contribute to ongoing process improvement. This position has daily contact with support staff, customers, peers, and/or internal/external customer base.
Responsibilities:

• With HR business partner managed assistance, must be willing and able to obtain and maintain appropriate security clearance levels to access client networks, systems and PHI/PII.
• Provide friendly and helpful customer service as first point of contact via calls/chats/web cases.
• Provide technical support via Email, Chat, Web, and Phone channels to external and internal customers and create cases for every documented issue.
• Research, analyze, document, and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures.
• Basic knowledge of Windows troubleshooting, IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
• Collaborate closely with R&D, product management and technical personnel (SRE, SRC).
• Availability for 24x7x365 staffing assignments (on-call) as required.

Required Skills:

• Hands-on experience with Windows OS environments
• SQL
• DOS/Windows proficient
• Interface systems (EMR interfaces)
• Basic Linear PC troubleshooting skills
• Demonstrated experience with either support or administration of Windows desktop and server platforms
• Strong written and verbal communication skills.
• Facilitate customer conference calls or inbound calls and manage the resolution of critical customer account issues.
• Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues.
• Develop internal knowledge base articles

Preferred Skills:

• Experience with processes and methodology associated with design, documentation, transition, and implementation/integration of systems in a healthcare environment and production experience with Electronic Health Record Systems (EHR/EMR); desirable.
• Experience with supporting or administering LDAP/Active Directory
• CompTIA A+ or other desktop troubleshooting experience
• MS SQL
• Azure Analytics

Education and/or Work Experience:

• Bachelor's Degree in IT/Computer Science
• Must have at least 2-3 years relevant work experience.
• Relevant certifications considered an asset: RHIA or RHIT, CDEO or CPC

As a federal government contractor subject to Executive Order 14042, most U.S. employees are required to be fully vaccinated against COVID-19 unless granted approval for a medical or religious accommodation by Nuance. Proof of vaccination will be required.
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.