Nuance Customer Product Support Specialist in Melbourne, Florida

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them. We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

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.

TSS Technical Support Level 1 position is responsible for supporting the delivery of services for a variety of platforms. The role is responsible for processing incoming calls and emails to the Nuance ticketing system which can consist of desktop support and routine customer requests. The Technical Support member needs to have the ability to identify, manage, and take ownership through escalation/resolution. The candidate must be customer-focused, self-motivated and detailed-oriented individual who enjoys working in a multi-tasking fast-paced environment. Primary focus will be installation/configuration and break/fix for our suite of products for both internal and external customers, with system build, imaging, and asset management of client workstations. The Level 1 Technical Support is responsible for digging into issues, searching for the root cause and identifying patterns to find solutions to repeat issues. The candidate fulfilling this position must be able to facilitate organizational alignment for priorities and results, recognize and achieve customer satisfaction goals, as well as establishing and maintaining interdepartmental and cross-functional relationships. The Level 1 Technical Support Team member may be asked to be flexible with their schedule to cover other hours as identified per business need to support the delivery of our services 24x7x365.


  • Monitor, manage, and document all actions and solutions into a Nuance ticketing system

  • Responsible for scheduled installation cases

  • Responsible for monitoring phone queue and creating a ticket for every call answered

  • Responsible for monitoring ticketing system and processing submitted emails to that system

  • Process, resolve, and if needed, escalate assigned cases, incoming calls, and incoming email tickets

  • Responsible for being available within MLS Support call center queues at all times. Management approval is required for working on projects or other assigned tasks that require Auxing out of phone queues.

  • Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization.

  • Work collaboratively with appropriate technical support and cross-functional team members

  • Monitor, manage, and support a variety of application platforms and systems

  • Document and utilize solutions through use of a Nuance knowledge base, white papers, training sessions and other available educational tools

  • Responsible for completing all classes and training required via the Nuance Talent Management System within the required time frame for ongoing employee development

  • Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays required as all shifts are required to be covered 24/7, including changing shifts.


Number of Years of Work Experience: 3+

Required Skills:

  • Effective and professional communications skills, strong critical thinking and problem solving skills, dependable and punctual, positive attitude and works well under pressure.

    • Good interpersonal skills and exceptional customer service skills, and ability to interface with customers and our remote-based employees and contractors
    • Detail oriented, understands and works well with standards and processes that vary between many accounts.
    • Ability to multitask and prioritize requests with ability to learn quickly in our fast paced environment.
    • Must be proficient and have strong problems solving skills in the below:
  • Microsoft Office 2000 to 2013

  • Windows 2000, XP, Vista, and Windows 7, Windows 8

  • Windows Server 2000, 2003 and 2007

  • Including Active Directory

  • Basic Networking and Networking Topology

  • Remote Desktop support

  • Online Collaboration Tools

    • A basic understanding of the below is helpful:
  • SQL

  • XML

  • HL7 and Interface Engines

    • Additional helpful skills:
  • Telco

  • VMWare Server environments

  • Experience working in the healthcare industry

  • Experience working medical transcription industry

    • Previous experience with healthcare, medical records departments, medical transcription industry (MTSO)
  • Previous Call Center experience – at least 2 years

Preferred Skills:

  • Previous experience with healthcare, medical records departments, medical transcription industry (MTSO)


  • High School Diploma with some college/technical (computer) education minimum

  • Microsoft/ITIL certification or equivalent preferred

  • Bachelor’s degree in technology or equivalent preferred

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, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.

ID: 1-24208