Dragon Medical Product Support Specialist

Job ID
Professional Services - Software Development or Programming
Pos. Type
Full Time

Company Overview

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.


Job Summary

We are only considering applicants with Dragon Medical/Dragon Medical One experience! Provides first and second level application support and training services to customers to achieve high client satisfaction. Receives, logs, analyzes, tracks, resolves or escalates inquiries to next support level to meet service level agreements (SLAs).  Can be relied upon by both customer and internal teams when issues occur.  Develops, prepares and presents customer webcast education. 


Team Description:

Government Programs is a client-facing, cross-functional, remote team dedicated to serving the Veterans Health Administration (VHA) and other Federal hospitals with Nuance and partner software solutions.  Our products include Dragon, coding, compliance, revenue, workflow, clinical documentation improvement, and CLU-powered solutions for providers, CDI specialists, coders, and others.  We value associates who help our clients achieve outcomes that deliver measurable value, work effectively with a team, and maintain accountability to themselves, to our clients, and to each other.



As a Senior Product Support Specialist on the Government Programs team, your primary responsibilities include:

  • Provide a positive customer experience and strive to exceed expectations by meeting deadlines and commitments; anticipate and/or identify their needs and concerns; and diligently respond to questions or requests in a timely manner.
  • Be attentive to all internal and external customers; gather information and thoroughly research the inquiry/issue to identify the full scope and draw conclusions to support your resolutions/decisions.
  • Structure your time effectively; balance competing project priorities, complete work in a timely manner and meet established quality expectations.
  • Stay focused and set clear commitments and priorities; stabilize and refocus quickly when change occurs; monitor work to meet deadlines and keep others informed of progress.


Required Skills:

  • Enthusiastic about working directly with customers to build positive business relationships.
  • Passionate about analyzing information to solve problems.
  • Convey information in verbal and written forms in a constructive, clear and concise manner.
  • Maintain calm under pressure and manage customer expectations during high severity incidents.
  • Thrive independently with minimal direction to manage multiple projects, priorities and deadlines.
  • Willing to undergo and able to pass a US Government background investigation.

Preferred Skills:

  • Understanding of Dragon Medical Solutions for Veterans Affairs clinicians (Dragon Medical One, Dragon Medical Network Edition)
  • Experience in Call Center / Support Desk
  • Experience working remotely



  • Bachelor's degree from a 4-year college in required area of expertise or equivalent experience.
  • 7+ years relevant health industry experience.

Additional Information

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, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement 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.


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