Nuance Product Support Specialist I 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 Application Support Level 1 position is responsible for:

  • Providing Call Center support to external Nuance clients

  • Supporting the delivery of services for a variety of transcription platforms

  • Adherence to best practices as established within the Nuance support realm

  • The position is responsible for meeting organizational alignment of priorities and results

  • Meeting and contributing to customer satisfaction goals

  • Ability to linear trouble-shoot, identify, and manage new or existing support issues

  • Assume ownership of issues, working with other department teams, and working with the various levels of customer teams

  • Be accountable throughout a support issue from beginning-to-end and ultimately identification of root cause while providing path of remediation

  • Manage/support upgrades and software patches

  • Develop internal technical documents

  • The position requires a customer-focused, self-motivated and detailed-oriented individual

  • Ability to multi-task in a fast-paced environment; able to easily maneuver around various computer systems

  • Candidates must be flexible with their schedule and be willing to cover other hours as needed


  • Perform daily, weekly, monthly administrative/statistical reporting as needed/requested by Department Management

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

  • Responsible for being available for incoming calls into the call center queues at all times. Management approval is required for working on projects or other assigned tasks that require “auxing” out of the phone queues

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

  • Responsible for achieving and maintaining organizational requirements for ticket QA and time utilization

  • Responsible for monitoring ticketing system and processing customer/internal user submitted emails to that system

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

  • 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

  • Ability to work evenings, weekends and/or holidays as required


Number of Years of Work Experience: 1+

Required Skills:

Minimum 1 year experience in a technical support call center environment, working in the healthcare industry, medical transcription industry, medical records department, or medical transcription industry (MTSO)

Required Skills:

  • Effective and professional communications skills, strong critical thinking and problem solving skills, dependable and punctual, positive attitude and work 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 customer accounts

  • Ability to multitask and prioritize requests with ability to learn quickly in our fast paced environment

  • Must be proficient with and have strong problems solving skills with the following:

  • Windows XP, Vista, 7, and 8 desktop environments

  • Online Collaboration Tools

  • 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

Preferred Skills:

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

  • Previous Call Center experience – at least 2 years


  • High School Diploma

  • Preferred Associates College/University degree in Computer Science or a minimum of 1 year equivalent work experience in a technical call center

  • Technical certifications preferred, such as Microsoft Certified Applications Developer (MCAD), Microsoft Certified Systems Engineer (MCSE), Microsoft Certified IT Professional (MCITP), etc

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: 1-24044