MyChart Support Agent - Work From Home

Location US-Remote
Job ID
Customer Service / Support - All Openings
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

The MyChart Technical Support Agent is responsible for providing level 1 technical and navigation support to MyChart users by answering questions, troubleshooting and researching problems. Agent will be responsible for answering calls within an expected time frame, providing exceptional customer service to MyChart users. Create, document and take ownership of issues using our ticketing system and provide follow-up when needed.
These positions will be 40 hours a week position.




  • Provides answers to users by identifying problems; researching answers; guiding them through corrective steps
    • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
    • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
    • Maintains call documentation by entering complete and sufficient information.
    • Keeps equipment operational by following established procedures; reporting malfunctions.
    • Updates job knowledge by participating in educational opportunities.
    • Improves reference material by writing, maintaining and submitting documentation for new or unidentified issues.
    • Accommodates client by recommending appropriate technical support and techniques when dealing with technical issues.
    • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
    • May be required to cover additional shifts to include days, nights and weekends
    • May need to cover holiday shifts to include day, nights and weekends
    • Other duties as assigned.


Minimum years of work experience:
• 1 Year of Customer Service Experience
• 2 Years Professional experience
• 1 Year of IT experience or equivalent Computer knowledge

Required skills:
• Outgoing and energetic
• Good listening skills
• Communication skills
• Multi-tasking ability
• Excellent problem-solving capabilities
• Ability to work independently and Self-motivated
• Bi-lingual (English/Spanish)
• 1 Year of Customer Service Experience
• 2 Years Professional experience
• 1 Year of IT experience or equivalent Computer knowledge

Required Remote Working Needs:

•  High Speed Internet Connection
• Quiet work environment to take calls
• Back-up phone source (land line or cell phone)
• Ability to attend online web meetings as needed

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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