Job Summary:
The purpose of the role is to be the primary resource for setup and operation of Demos (Startup, Running, and Turning off) within the Nuance Customer Experience Center (CXC).

• Utilization of multi-media presentation skills and knowledge for optimum customer experience
• Acquire/Maintain in-depth knowledge of DAX product and workflows to accommodate demo support.
• Expected to maintain collaborative engagement with R&D/Demo Team

This role is also responsible for the configuration of system controls and connections.

• Understand and control environment (lights, PCs, Wi-Fi, projectors, audio, zoom feed, video feed)
  
  • Ability to support networking configurations, PC setups for microphone handling
  • Overall ability to troubleshoot and test, with on-the-fly resolution to maintain demo schedule.
• Understand use and configuration while providing support of equipment (Camera, monitors, teleprompter, headsets, iPad)
• Utilize established troubleshooting guide for remediating issues.

She/he will also be responsible for to actively monitoring all components and participants during demo and identify demo errors/challenges based on product and workflow knowledge.
Additional duties and responsibilities:
Provider/Facility support

• Engage with physicians via phone, chat, and tickets to assist with front end issues.
  
  • iOS device problems (login issues, app freezing, upload failures, nonfunctional device)
  • Ambient Device (Pairing, nonfunctioning device - initiate replacement process)
  • Recovering audio files
• Generating reports as requested by administrator (DB generation, sftp delivery)
• Provision/Deprovision providers for establish customers.
• Understand product and workflow to provide customers with ad hoc training and explanation.

Quality Documentation Specialist (QDS) Support

• Engage via phone, chat, and tickets to assist QDS with application issues
  
  • Remotely identify and separate VDI and EMR issues
    
    • Validate issue on local system/VDI
    • Escalate to owner per established process.
  • Troubleshoot connectivity or locally impacting hardware or software issues.
• Provide details as requested by operational team.
  
  • Provide Report specifics such as time of delivery to EMR.
  • Handle customer/provider requests directed through operation contacts.
• Setup training providers
  
  • Iphrase setup/cleanup when problematic

Other duties include documentation of actions and solutions, establishing KB articles, and projects as assigned.
Qualifications

• Strong critical thinking and problem-solving skills,
• Intellectual curiosity prompting self-driven learner with activities to promote knowledge acquisition and continuous learning, as well as solution driven thinking.
• Good interpersonal skills and exceptional customer service skills.
• Detail oriented and understands and works well with varying standards and processes.
• Effective and professional communication skills.
• Dependable and punctual, positive attitude
• Works well under pressure

Education

• Bachelor's degree (Computer Science or Business preferred)
• College/University degree in Computer Science or a minimum of 5+ relevant work experience.
• Relevant qualifications considered an asset.

Minimum years of experience:
Minimum 5+ years' experience in a technical environment, working in the healthcare industry, customer support role.
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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.