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Product Support Engineer

Apply Job ID 1-42159 Date posted 08/13/2019 Location Atlanta, Georgia

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.


Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

Job Summary:

Summary: The PowerShare Network, a Nuance business, connects healthcare facilities, providers, and patients for quick, convenient, cost-effective and secure sharing of medical images and diagnostics reports-anytime, anywhere. As a PowerShare Support Engineer, you will start out supporting existing product installations and workflows, and work towards becoming proficient at designing, deploying, and troubleshooting new and more complex customer workflows and product installations.

Responsibilities:

  • Customer Engagement:
    • Representative of support in market for our customers and internal users both during and after business hours (on-call).
  • Customer Success:
    • Drive adoption, utilization, satisfaction.
    • Manage customer satisfaction and customer value extraction from product.
    • Focus on customer support metrics.
    • Provide product feedback (enhancements/defects) to functional Business Units (such as operations, product management, and development).
  • Talent Development:
    • Become proficient in all PowerShare products.
    • Assist with documentation of workflows, products, and guides.
    • Working towards becoming a subject matter expert in multiple products and workflows.
    • Integrate with existing PowerShare support team by following SOPs, helping us reach our goals, and adopting our team culture.
    • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.

Qualifications

Number of Years of Work Experience: 2

Required Skills:

  • Ability to successfully meet demanding timelines.
  • Excellent verbal and written communication skills.
  • Proven ability to manage multiple projects at a time while paying strict attention to detail.

Preferred Skills:

  • Experience working with networking applications such as VPN, LAN, firewalls, content filters and proxies.
  • Experience working with DICOM medical imaging applications such as PACS or other image archiving/sharing platforms.
  • Experience working with HL7 order and reporting systems such as EMR, HIS, and RIS systems.
  • Experience with Salesforce service cloud (CRM).

Education: Bachelor's Degree

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 Communication Inc.  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.

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I recently rejoined Nuance because I love having the privilege of working with a diverse team of nice and talented individuals to drive customer satisfaction. Having the flexibility within my role to get stuff done while maintaining a good work-life balance. Martin General Manager
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