Customer Service Representative (EMR Software)

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.

• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.

• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.

• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.

• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.

• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

General Job Description

• Oversee and resolve complex customer support queries, complaints, and requests

• Develop and maintain customer training materials, including manuals and instructional videos

• Serve as the point of escalation for Tier 2 CSRs, providing guidance and support as needed

• Perform other related duties as assigned to support team and client success

Specific Accountabilities/Responsibilities

• Take ownership of complex customer issues and provide advanced technical support for EMR software

• Serve as a subject matter expert across all EMR modules and functionalities, offering clear guidance to end-users

• Ensure high levels of customer satisfaction through proactive communication and timely resolution of concerns

• Act as a key escalation point for critical issues, coordinating with product teams, technical support, and leadership as needed

• Prioritize and manage multiple requests effectively, balancing urgency and impact

• Assess and address issues across all severity levels—including occasional urgent cases causing clinic disruptions

• Navigate and de-escalate customer conflicts with professionalism and empathy, supporting a positive customer experience

• Provide guidance and support to Tier 2 CSRs, ensuring consistent knowledge sharing and quality of service

Education/Experience/Skills Required

• Bachelor's degree preferred or equivalent work experience.

• A knowledge of EMR software including doctor’s requirements and technical specifications.

• Ability to troubleshoot technical issues in a Windows and Chrome based environment.

• Excellent interpersonal, organizational and time management skills required.

• Ability to adapt quickly to changing internal and external customer demands.

• Must demonstrate initiative and exercise sound judgment with respect to management and personnel issues.

• Able to anticipate challenges and develop alternative plans of action.

• Ontario Canadian EMR experience is a must

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.