• Customer Support Analyst

    Location US-FL-Melbourne
    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.


    Join our Mobile team…intelligent systems now ready for the road. We are passionate about developing intelligent interfaces that enable people to talk to their cars, phones, devices, and other smart “things”.


    Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.


    Join our Imaging team…greater document flexibility for more personal productivity.  We are passionate about designing and building secure technology that empowers companies to gain control of their document management processes and ensure their proprietary and customer information is protected.

    Job Summary

    The Customer Support Analyst will be responsible for acting upon Critical Result messages that go to stage of backup by calling the Ordering Clinician and providing the message retrieval information.  This role will also be responsible for the monitoring of the Critical Results site and providing customer support for inbound callers for a 24 hr per day/ 7 day a week operation.




    • Complete outbound calls to Ordering Clinicians at message stage of backup. 
    • Update Ordering Clinician records with current contact information and notification devices. 
    • Assist inbound callers with their questions or concerns.
    • Monitor the Critical Results system to ensure the system is available and accessible 24 hrs a day, 7 days a week. 
    • Escalate system issues to the diagnostics solutions team through Salesforce.
    • Assess message data for customers to provide an analysis of usage and recommendations to improve adoption and optimization.
    • Available to work any shift, including weekends and overnights as required.
    • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure.


    Knowledge, Skills and Abilities:


    Education: High School Diploma


    Minimum years of work experience: 1 year


    Required skills:

    • Type over 40 WPM
    • Prior customer service experience
    • Working knowledge of MS Office Suite

    Preferred skills: 


    • Call Center experience preferred


    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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