Nuance
At Nuance, we are constantly reinventing how people connect with technology and with each other.
Burlington, MA

Technical Support Specialist

| Burlington
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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.
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.
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Where we are

Our headquarters is in Burlington, 30 minutes from downtown Boston, right off 128 and across the street from Wayside Commons (hello, shopping!).

Technology we use

  • Engineering
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What are Nuance Perks + Benefits

Nuance Benefits Overview

Our success as a company is made possible by our employees. Your passion, curiosity, and tenacity propel us forward and produce more value for our customers and stakeholders. In turn, we're committed to taking care of you with our comprehensive benefits and awards.

There's nothing more important than the wellbeing of your and your family. Our medical, dental, vision and financial health plans provide peace of mind now and in the future. Your family and friends will enjoy spending time with you thanks to our generous paid time off and flexible work benefits. And you will feel empowered to be your best self by utilizing our fitness and wellness offerings.

Culture
Volunteer in local community
The Nuance Cares program offers employees up to 16 volunteer hours of paid volunteer time off each year supporting a qualified non-profit organization of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Nuance Networks: Pride (our LGBTQ+ group), Women in Nuance (WIN), Multicultural Association for Diversity Empowerment (MADE), and the Black Employees in Nuance Group (BEING).
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Nuance employees can contribute up to the IRS maximum annually to their FSA.
Disability Insurance
Short-term disability insurance covers 100% of annual salary for a 26-week maximum. Nuance also offers long-term disability.
Dental Benefits
Our dental plan covers $2,500 of expenses.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
We are partnered with a premier vendor.
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Nuance's team fitness initiatives include in-office yoga classes and sponsorship of a race team for the J.P. Morgan Corporate Challenge.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Nuance offers a 401(K) plan through Fidelity Investments.
401(K) Matching
Nuance provides employees with a 401(k) matching plan managed by Fidelity. We match 100% of the first 3% of eligible compensation and contributions up to 50% of the next 2% for a maximum of 4%.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We match dollar-for-dollar for a maximum of $1,000 annually.
Child Care & Parental Leave Benefits
Child Care Benefits
-Access to Care.com -US-wide family bonding leave
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary and secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
We provide up to 12 weeks of paid leave to care for a family member with a serious medical condition
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave. We also offer $10,000 reimbursement for surrogacy fees,
Return-to-work program post parental leave
Company sponsored family events
Fun and exciting bring your child to work program.
Vacation & Time Off Benefits
Generous PTO
Nuance employees receive between 20 and 25 days per year of paid time off based on years of service. We also provide 11 paid company holidays annually.
Paid Volunteer Time
16 hours of paid Volunteer Time Off.
Paid Holidays
Paid Sick Days
Nuance proudly includes Paid Sick Days as part of our overall Paid Time Off policy.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees.
Company Outings
Game Room
Stocked Kitchen
Nuance offers unlimited free style soda machine, Bevi drinks, cold brew coffee, iced coffee, specialty coffees including Dunkin & Starbucks.
Parking
We offer employees Free on-site parking including car pool spots, expectant mothers and electrical charging stations.
Relocation Assistance
Fitness Subsidies
Nuance reimburses its employees up to $150 annually for many of the most common health and fitness services and activities.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Nuance offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Nuance hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
Nuance funds business relevant certifications.

Additional Perks + Benefits

We provide a choice of two medical plans. With our High Deductible Health Plan, Nuance provides a company contribution to the Health Savings Account.
We provide access to thousands of discounts and access to voluntary benefits such as pre-paid legal insurance, identity theft protection, and long-term care insurance
We also have an Employee Assistance Program, which provides counseling, life coaching, and legal and financial consultations.
We offer SoFi, which is a personalized financial wellness program.

An Insider's view of Nuance

What’s the vibe like in the office?

I enjoy being part of our diverse team. There are more than 20 nationalities represented, and we have quite different educational backgrounds and roles, like speech scientists, engineers and business people. We expanded the Vienna office in the last few years, and we cover all ages and levels of experience.

Gerhard

Senior Director Engineering - Dragon Medical One

What does your typical day look like?

On the Digital team, we work with the world’s most prominent and trusted brands, every day. Those brands depend on us every day to delight their consumers. We’re a true partner in their success; and we do it with the world’s brightest minds, and some really cool technology. Nuance truly empowers its people to change the world we live in.

Ben

Director, Software Development

How does the company support your career growth?

Career mobility ties into career development. You bring these core skill sets into these different roles, but what are the skills you want to expand on and grow? How does that fit into your overall career plan? Nuance is a place where you can try on different hats by sitting on different teams, or even just trying them on in your current role.

Michele

Program Manager, R&D Transformation Initiatives

How do you empower your team to be more creative?

We unlock the creative potential in everyone by creating an environment where people can trust each other and express their views freely. We follow three principles: focus on the customer and empathize to understand their needs, encourage risk taking, and create a platform to share the stories outlining creative ways teams solved problems.

Raghu

Vice President, Engineering

What projects are you most excited about?

I'm most excited about how we will take our expertise gained in the Voice channel to help customers deliver the same frictionless, yet highly secure experiences via Digital Web and Mobile channels.

Danny

Fraud and Biometric Sales Executive

Jobs at Nuance
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Quality Assurance SpecialistsFull Time, Benefits eligible, 100% Work from Home, General ShiftRequired QualificationsBachelor's preferred; Associate's or relevant certification with equivalent experience required. Minimum experience of 2 years as Quality Controller or Quality Auditor in healthcare documentation industry. Knowledge of error grading per AHDI, quality principles and its applications. Demonstrated excellence in quality delivery with

Senior DevOps Engineer

Nuance
Burlington
1 week ago
We have an exciting opportunity for a Senior DevOps Engineer to join a world-class team building the high performing infrastructure to support internal Research activities for our premier voice, natural language, and AI-power technologies. Please note that you must be a U.S. citizen in order to be considered for this role.You are a self-starter and will work on supporting DevSecOps excellence and Site Reliability through an automation pipeline

Senior General Ledger Accountant

Nuance
Burlington
1 week ago
Under general supervision of the General Ledger Senior Manager, the Senior Accountant will be an integral and critical member of our general ledger team for Nuance's North American entities. This role will be responsible for processing and reviewing GL transactions, including but not limited to ASC 842 lease accounting, inventory, accounts receivable, etc. He/she will also be an important player in reviewing and guiding the shared services team

Principal UX Designer

Nuance
Burlington
1 week ago
Principal UX designerAre you interested in a role that helps drive the industry's most advanced conversational AI and ambient clinical intelligence? Nuance is looking for an experienced, highly motivated UX designer to support the brand and digital marketing teams.You will be part of the Brand + Creative team, closely collaborating with our Digital Technology and Digital Marketing teams. You'll conceive, create, and validate thoughtful, elegant,

Senior IT Telecom Engineer

Nuance
Burlington
1 week ago
Sr IT Telecom EngineerThe Senior IT Telecom Engineer works as a key member of the Telecom Services in the Nuance Enterprise team to provide Nuance customers with large-scale enterprise voice and data deployments that automate access to information and services over the phone using Nuance voice recognition IVR. You will be responsible for system architecture, infrastructure definition, network connectivity, and the deployment of technical

Quality Assurance Specialist- Healthcare Documentation

Nuance
Burlington
2 weeks ago
Quality Assurance SpecialistsFull Time, Benefits eligible, 100% Work from Home, General ShiftDuties and ResponsibilitiesAudit and assess post-delivery charts of Quality Documentation Specialists to ensure adherence to quality standards. Ensuring integrity of the audits by adhering to the established standards. Coordinates internally on error grading standards and directives to ensure assessments are completed to the highest quality standards. Rev

Service Delivery Manager

Nuance
Burlington
2 weeks ago
Overview:This is an exciting opportunity to join our growing team in an entry-level, customer facing role. Nuance Service Delivery Managers play a pivotal role in maintaining customer satisfaction and loyalty by acting as the client advocate on operational and service management matters. Service Delivery Managers coordinate pre go-live operational readiness requirements and post go-live, serve as the customers primary point of contact for

Sr. Principal Site Reliability Engineer

Nuance
Burlington
2 weeks ago
The Sr. Principal Site Reliability Engineer will work with a dynamic team of Site Reliability Engineers. The candidate will lead integrations, CICD pipelines, container orchestrations, virtual machine configuration management within an Azure cloud environment. This team is evolving aggressively to offer the best possible experience to our customers. We use Infrastructure-as-code approach leveraging Cloud Native Computing Foundation technologies