Focus of position is assisting customers using NEXTSTEP and Concord’s secure document exchange solutions, leveraging AI to help healthcare customers to manage healthcare workflow processes.
Provide customer support via trouble-ticketing system and live calls (phone or Microsoft Teams).
Attend and participate in daily meetings.
Escalate requests to next tier when necessary.
100% dedicated to providing customers with a superior support experience.

Prior customer service and/or technical support experience.
Excellent written and verbal communication skills.
Excellent interpersonal skills with the ability to interact professionally with both customers and coworkers across different functional groups.
Ability to independently multi-task, prioritize and resolve urgent issues, be process-oriented, and have a high attention to detail.
Working knowledge with Windows, Microsoft Office, and basic understanding of cloud/virtualization technology.
Previous experience with Microsoft Azure, document management or healthcare IT is a plus.

401K plan w/ 6% company match (vests immediately)
Flex-Time off + sick time
10 company holidays
Full suite of health benefits (Medical, Dental, Vision)– employee only coverage covered at 100% (no employee cost).
For employees + dependents, Concord covers 60% of premiums.
Voluntary insurance options: Pet insurance, Employee Life and AD&D, Spousal Life and AD&D, Child Life and AD&D
Paid Parental Leave program
Free unlimited ORCA card (Seattle area residents)
Employee Rewards and Recognition through NectarHR
Unlimited access to Udemy for Business

Customer/Technical Support Representative

Key skills