Healthcare Demo Support Specialist - Customer Experience Center

Job Summary:  

The purpose of the role is to provide primary resource for setup and operation of Demos (Startup, Running, and Turning off) within the Nuance Customer Experience Center (CXC).

  • Utilization of multi-media presentation skills and knowledge for optimum customer experience 
  • Acquire/Maintain in-depth knowledge of DAX product and workflows to accommodate demo support.
  • Expected to maintain collaborative engagement with R&D/Demo Team 

This role is also responsible for the configuration of system controls and connections.

  • Understand and control environment (lights, PCs, Wi-Fi, projectors, audio, zoom feed, video feed)
    • Ability to support networking configurations, PC setups for microphone handling
    • Overall ability to troubleshoot and test, with on-the-fly resolution to maintain demo schedule.
  • Understand use and configuration while providing support of equipment (Camera, monitors, teleprompter, headsets, iPad)
  • Utilize established troubleshooting guide for remediating issues.  

The job requirement is also to actively monitor all components and participants during demo and identify demo errors/challenges based on product and workflow knowledge.

Additional duties and responsibilities:

Provider/Facility support

  • Engage with physicians via phone, chat, and tickets to assist with front end issues.
    • iOS device problems (login issues, app freezing, upload failures, nonfunctional device)
    • Ambient Device (Pairing, nonfunctioning device – initiate replacement process)
    • Recovering audio files
  • Generating reports as requested by administrator (DB generation, sftp delivery) 
  • Provision/Deprovision providers for establish customers.
  • Understand product and workflow to provide customers with adhoc training and explanation.

 QDS Support

  • Engage via phone, chat, and tickets to assist QDS with application issues
    • Remotely identify and separate VDI and EMR issues
      • Validate issue on local system/VDI
      • Escalate to owner per established process.
    • Troubleshoot connectivity or locally impacting hardware or software issues.
  • Provide details as requested by operational team.
    • Provide Report specifics such as time of delivery to EMR.
    • Handle customer/provider requests directed through operation contacts.
  • Setup training providers
    • Iphrase setup/cleanup when problematic

Other duties include documentation of actions and solutions, establishing KB articles, and projects as assigned.


  • Strong critical thinking and problem-solving skills,
  • Intellectual curiosity prompting self-driven learner with activities to promote knowledge acquisition and continuous learning, as well as solution driven thinking.
  • Good interpersonal skills and exceptional customer service skills.
  • Detail oriented and understands and works well with varying standards and processes.
  • Effective and professional communication skills.
  • Dependable and punctual, positive attitude
  • Works well under pressure


  • Bachelor’s degree (Computer Science or Business preferred)
  • College/University degree in Computer Science or a minimum of 5+ relevant work experience.
  • Relevant qualifications considered an asset.

Minimum years of experience:

Minimum 5+ years’ experience in a technical environment, working in the healthcare industry, customer support role.

Additional Info

Job Type : Full-Time

Education Level : Bachelors Degree

Experience Level : Mid to Senior Level

Job Function : Customer Service

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