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Medical Software Support Agent






Miami, FL, US



CareCloud is currently seeking a Customer Software Support Agent to join our award winning team. You must have incredible customer service and problem solving skills, think logically, be technically savvy and have a great attitude to apply for this position.


You Will:

As a Customer Support Agent at CareCloud you are expected to provide first class customer support, customer service and network solutions to all our end users. Support will be provided by communicating solutions in a user-friendly, professional manner via multiple communication channels. You will be tasked to perform the following:

  • Provide “Excellent” customer service always geared toward client satisfaction
  • Handle service/ support calls via automated cloud based call distribution system
  • Manage incoming calls, process and record all call transactions
  • Gather client’s information, determine the issue by evaluating and analyzing and create cases/tickets if applicable
  • Process requests and issues efficiently and follow up with clients in a timely manner
  • Manage client expectations effectively and redirect issues to appropriate resources
  • Identify and escalate priority issues per established protocol
  • Offer options and alternatives where appropriate with the objective of building client loyalty and trust
  • Provide effective system, new feature and update training
  • Organize ideas and communicate them effectively both verbally and in writing
  • Participate in release testing, document and communicate outcomes
  • Keep up on system information, changes and updates as well as industry standards and workflows
  • Follow company policies and procedures and maintain professional standards


Work Location: Based in CareCloud’s Miami headquarters


You Need: 

  • Customer service experience
  • Superior communication skills
  • Excellent problem solving and conflict management skills
  • Knowledge of relevant software applications and equipment
  • Basic understanding of http(s) protocols
  • Basic understanding of firewalls
  • Multi-tasking capabilities
  • Flexible work schedule
  • Comfortable with frequent change
  • Exemplary attendance and punctuality

Preferred Qualifications/Skills:

  • Carecloud or EHR/ EMR and/or Practice Management experience
  • Medical experience
  • Billing and / or insurance experience
  • Teaching and training experience
  • Call center experience
  • A+ certification desired
  • Windows and Mac troubleshooting experience
  • Solid understanding of mobile devices (IOS)
  • Fluency in Spanish


CareCloud recognizes the importance of benefits and wellness for employees and their families. In addition to time off to support work life balance and enjoyment, we offer a comprehensive benefit package designed for employees’ individual needs (including domestic partners).

  • Healthcare – A choice of medical plans designed to meet your individual needs
  • Dental & vision
  • 401(K) with company match
  • Flexible spending accounts (health & dependent care)
  • Company paid life insurance (accidental and supplemental coverage at low cost)
  • Company paid short and long term disability
  • Voluntary benefits (pet discount program, Aflac)
  • Earned PTO time and paid holidays

Apply for the job

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