Company Overview

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries. 

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Team Description:

Government Programs is a client-facing, cross-functional, remote team dedicated to serving the Veterans Health Administration (VHA) and other Federal hospitals with Nuance and partner software solutions.  Our products include Dragon, coding, compliance, revenue, workflow, clinical documentation improvement, and CLU-powered solutions for providers, CDI specialists, coders, and others.  We value associates who help our clients achieve outcomes that deliver measurable value, work effectively with a team, and maintain accountability to themselves, to our clients, and to each other.

The Nuance Government Product Support Specialist provides first and second level application support and training services to customers to achieve high client satisfaction. The successful candidate receives, logs, analyzes, tracks, resolves or escalates inquiries to next support level to meet service level agreements (SLAs) and can be relied upon by both customer and internal teams when issues occur.  This person also develops, prepares and presents professional customer webcast education content, videos and live web-based training. 

Job Summary

Responsibilities:

As a Product Support Specialist on the Government Programs team, your primary responsibilities include:

• Provide a positive customer experience and strive to exceed expectations by meeting deadlines and commitments; anticipate and/or identify customer needs and concerns; and diligently respond to questions or requests in a timely manner.
• Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures via phone, email, and web-based support channels.
• Be attentive to all internal and external customers; gather information and thoroughly research the inquiry/issue to identify the full scope and draw conclusions to support your resolutions/decisions.
• Structure your time effectively; balance competing project priorities, complete work in a timely manner and meet established quality expectations.
• Stay focused and set clear commitments and priorities; stabilize and refocus quickly when change occurs; monitor work to meet deadlines and keep others informed of progress.
• Availability for 24x7x365 staffing (shift-based) assignments, on-call pager rotation and travel (minimal) as required.  
• With HR business partner managed assistance, must be willing and able to obtain and maintain appropriate VA and DoD security clearance levels to access client networks, systems, and PHI/PII.

Required Skills:

• Enthusiastic about working directly with customers to build positive business relationships.
• Passionate about analyzing information to solve problems.
• Convey information in verbal and written forms in a constructive, clear and concise manner.
• Strong problem-solving skills, organization skills, and the ability to work in a fast moving and demanding support environment with an eye for detail.
• Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
• Must possess experience with supporting Microsoft Windows based applications and components.
• Maintain calm under pressure and manage customer expectations during high severity incidents.
• Thrive independently with minimal direction to manage multiple projects, priorities and deadlines.

**This position requires the willingness and ability to pass a US Government background investigation and maintain status in good standing.  Likely clients defining clearance requirements are the Department of Veterans Affairs, Department of Defense, and other agencies as needed.**

Preferred Skills:

• Understanding of Dragon Medical Solutions for Veterans Affairs clinicians (Dragon Medical One, Dragon Medical Network Edition)
• Experience in Call Center / Support Desk
• Experience working remotely
• 5+ years relevant health industry experience

Education:

• Bachelor's degree from a 4-year college in required area of expertise or equivalent experience

Additional Information

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 Communications, Inc. (“Nuance”) is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.