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eClinicalWorks Customer Support Specialist in Westborough, Massachusetts


We are eClinicalWorks. We are a privately held leader in healthcare IT, providing comprehensive, cloud-based EHR/PRM solutions to medical professionals worldwide to improve workflows and reduce the risk of physician burnout. We care. We are committed to positive change. And that’s where you come in. Do you value creativity and innovation? Great, so do we. At eClinicalWorks, we share a passion for improving healthcare through dedication, education, and teamwork. Everyone has that one thing they’re really good at. We value your talent and want you to join our fast-paced, fun, and culturally diverse environment. Ready to make a difference? Apply today.

Position Overview

The Customer Support Specialist is responsible for quickly and accurately identifying technical issues by listening, understanding, and answering questions from clients in regard to their eClinicalWorks software program and training clients over the phone on how to use the software. This position will be working remotely until the restrictions from COVID-19 make it safe to work in the office.


  • Answering high volume of inbound calls

  • Assisting clients to troubleshoot and resolve problems with their eClinicalWorks software program

  • Asking probing questions and properly documenting customer inquiries in the support system

  • Answers inquiries by clarifying desired information; researching, locating, and providing accurate information, including education clients on our support site

  • Resolving customer questions and complaints with the highest degree of courtesy and professionalism

  • Utilizing de-escalation skills and escalating cases when necessary in accordance with escalation procedures

  • Redirecting calls as necessary

  • Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

  • Updates job knowledge by participating in educational opportunities.

  • Other duties as assigned


  • High School Diploma

  • High Speed Internet Service to utilize VOIP calls and VPN software as well as other required programs to support job functions

Preferred Requirements

  • Associates or Bachelor’s degree preferred

  • Excellent verbal and written communication skills

  • Ability to interact with various levels of medical and IT professionals

  • Flexible and adapts to change easily

  • Ability to diffuse escalated clients and create effective working relationships

  • Proven problem-solving abilities

  • Ability to present ideas in user-friendly language

  • Attention to detail

  • Multi-tasking computer skills, ability to work with multiple screens and systems simultaneously

  • Ability to type minimum 45wpm on standard keyboard

  • Team player

  • Knowledge and/or experience in IT, medical terminology and/or medical software is a plus

eClinicalWorks offers a rich suite of benefits which include the following: eighteen days of Paid Time Off per year which scales based on tenure; nine Paid Holidays and one Floating Holiday; insurance for eligible employees which includes medical, dental, vision, basic life, short term disability, long term disability, business travel accident, and accidental death and dismemberment.

As well, we offer a 401(k) plan with a Company safe harbor contribution; Flexible Spending Account for Health Care and Dependent Care for eligible employees; limited personal leave; additional voluntary benefits, including additional insurance (hospital indemnity, critical illness, accident, supplemental life, short term disability buy up, pet), genetic testing, legal plan, and supplemental accidental death and dismemberment; and an annual discretionary bonus for eligible employees.

eClinicalWorks is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences that bring us together and help create a healthy world.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)