Join the Team Modernizing Medicine At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: - Consistently ranked as a Top Place to Work - 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” - 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties - Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: ModMed is hiring a driven Software Support Specialist I to join our positive, passionate, and high-performing Client Services team focused on providing best-in-class software support service to our expanding client base of EMR users. This is an exciting opportunity to be a part of an exceptional team within a fast-paced Healthcare IT company that is truly Modernizing Medicine! Your Role: - Deliver an exceptional client experience by identifying and documenting client needs and issues, answering incoming inquiries, effectively applying problem-solving techniques, educating clients, and following issues through to their successful resolution. - Based on your experience and the department's needs, you will be placed on either the Clinical or Practice Management Support team. Comprehensive training will be provided to prepare you for success in your assigned area. - Provide consistent, professional, and high-quality client support to our client base. - Establish procedures to ensure client satisfaction and quality service delivery. - Communicate and collaborate across teams and departments to help resolve issues. - Replicate and document issues for further escalation. Skills & Requirements: - Bachelor's Degree, preferred. - 1-2 years of related experience. - Manage/ field 25+ inbound calls per day. - Demonstrated expertise with evaluating, troubleshooting, and following up on customer software application issues - Experience in a medical practice and/or with EMRs is preferred. - Medical billing experience preferred. - Basic knowledge of Windows platforms. - Knowledge of bug tracking software such as Zen and Jira. - Excellent interpersonal, verbal, and written communication skills. - Ability to effectively prioritize and manage time. ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits: United States - Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, - 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep. - Generous Paid Time Off and Paid Parental Leave programs, - Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs, - Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed, - Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning, - Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles, - Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters. PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.

• Managing incoming customer interactions via phone, chat, and email. • Providing clear and accurate information about a wide range of home technology products. • Assisting customers with technical troubleshooting and product-related questions. • Handling warranty requests, repairs, and replacement processes. • Advising customers on suitable products based on their needs and preferences. • Ensuring a high level of customer satisfaction through professional and empathetic communication.

• Initial point of escalation for Customer Experience peer group, conducting research and work cross functionally to resolve or escalate problems. • Training and mentoring Customer Experience Representatives including incorporation of strategy, efficiency, and effectiveness into daily job performance. • High level of participation/leadership in process and quality improvement activities. • Ability to demonstrate a high level of Customer Experience acumen acquired through substantial gained experience. • Responsible for managing and identifying customers’ needs while responding to a high volume of communication via email and telephone while navigating multiple systems to take appropriate action for resolution. • Actively manage multiple customers assigned to the team member’s roster and your roster including communications and logistical activities; prepare and review orders for accuracy per client contract, including accurate pricing and order review for invoicing. • Partner with Sales team to increase revenue growth of assigned account roster, including performing various sales-related activities to support account roster. • Prepare client profiles by gathering information and assign codes using basic knowledge of SDS and hazardous waste coding and disposal requirements. • Responsible for all case management tied to the team member’s assigned accounts as well as your accounts. • Regularly review, analyze, and prepare reports on the status of customers’ orders. • Conduct proactive calls to ensure ongoing communication with existing customers. • Provide feedback to management on ways to increase efficiencies and the effectiveness of servicing customers’ needs. • Regular contact with all levels of interdepartmental personnel, including billing, collections, sales, drivers, transportation facilities, and information services. • Perform other reasonably related tasks as assigned by management.

• Order Cycle Management • Prepare routine purchase orders for customers and contract orders for the sales department. • Assist sales representatives with order administration, price approvals and requests for volume changes or corrections. • Review and act daily on orders: open, invoiced, overdue and backlog, ensuring the smooth flow of the order cycle. • Manage order cycle failures by interacting with internal areas (sales, logistics, finance, supply chain, audit, etc.) to release orders and resolve issues. • Customer Communication and Relationship • Serve as the focal point for servicing key accounts and distributors, ensuring specialized support. • Act as the interface between the customer and internal teams, supporting problem resolution, decision-making and delivery arrangements. • Provide information about products, lead times and pricing, responding to inquiries and requests via email and call center. • Participate in meetings with external customers for operational and strategic alignment. • Control, Analysis and Continuous Improvement • Notify sales representatives and managers about potential issues with contract or sales orders. • Anticipate billing-related issues by analyzing refusals and returns (causes, one-time reversal and permanent correction). • Monitor processes for internal and external audits, ensuring document compliance. • Analyze internal and customer processes, proposing improvements for efficiency, control and quality.