Product Support Specialist, New Innovations

About Your Role 

At QGenda, we enable healthcare providers to focus on what's most important, patient care! Serving more than 650,000 providers in over 4,000 healthcare organizations, we help our customers to make strategic workforce decisions and better manage healthcare provider capacity.

We are seeking individuals to become New Innovations platform experts. Team members who are self-starters, organized, and eager to help carry out the Customer Experience mission of enabling our healthcare customers to maximize the value of New Innovations! We are looking for individuals that have a thirst for knowledge, a natural curiosity to learn, and a desire to help customers solve their business objectives with technology, combined with strong project management discipline.

How You’ll Make an Impact 

You will engage with customers and prospects to support their technical needs, and serve as the technical expert for assigned product lines. As a Support Specialist, you will work closely with various departments to drive product design, development, marketing, and launch processes. You will also write and maintain technical marketing tools such as product support documentation, FAQs, and field training content.

• Both training and supporting the software suite.  
• Phone and in-person customer trainings. 
• Assist, write and develop documentation for product software and customers; content and structure for product enhancements, training sessions, and software user-conferences.
• Train a web-based software suite via telephone/web sharing, in-office, off-site in hospital/classroom and conference venues nationally and internationally. 
• Work with end users for software support, including troubleshooting, problem analysis, and providing solutions.
• Training experience which includes designing, producing, and presenting training material to both small and large audiences.
• Comfortable and confident with public speaking to large audiences up to 150 people.
• Ability to interact effectively with all levels of an organization both internally and externally.
• Analytical and oral/written communication skills including the ability to write clear, effective and grammatically correct correspondence, reports, training manuals, and other materials.
• Demonstrate initiative, resourcefulness, and creativity in problem-solving.
• Ability to work independently when necessary, set priorities, research and resolve problems and follow-through on projects/assignments with minimal direction.

Who You Are 

• Strong business acumen, tact, discretion, strong work ethic, integrity, judgment and positive attitude.
• Proactive self-directed attitude with effective time management skills.
• Proven ability to adapt communication style toward different audiences.
• Proven ability to anticipate and effectively deal with a variety of personalities and culture backgrounds across the team and customer-base.
• Consistent supportive teamwork habits.
• Quick learner who can adapt to a highly interactive environment.
• Strong communication skills both over the phone and in person.
• Must be available for occasional national and international travel.

Experience You Bring 

• 1+ years within Education, Customer Service, Account Management and/or Sales setting.
• Proactive self-directed attitude with effective time management skills.
• Proven ability to adapt communication style toward different audiences.
• Proven ability to anticipate and effectively deal with a variety of personalities and culture backgrounds across the team and customer-base.
• Strong communication skills both over the phone and in person.

Not Required, but Nice to Have

• Bilingual, verbal and written.
• Medical Education industry background with knowledge of ACGME, GME, and UME.
• Experience using New Innovations or similar clinical/residency management systems.
• Experience with software coding/programming and/or high degree of tech interest.