Job Summary

We are seeking motivated, multi-talented and bilingual individuals with strong client service and technical skills to join our Client's Customer Care team as Technical Customer Care Representatives in Minneapolis, MN office location.

As an integral part of our team, you will demonstrate proactivity, initiative, outstanding communication abilities, and a dedicated customer-centric approach. Additionally, you will possess the capability to identify the root causes of technical and user-related issues for both our new and existing clients. To perform this job successfully, you must be able to perform each essential job duty satisfactorily with or without reasonable accommodations.

Responsibilities

• Provide technical assistance to customers via multiple channels (i.e., phone, email, chat) in a courteous and professional manner, putting the customer experience at the forefront of all interactions
• Ask discovery questions to understand and analyze customer challenges and determine the best course of action for a fast and smooth resolution
• Clearly articulate resolution paths to customers, both in technical and non-technical terms to help customers maximize their usage of the client's platform while providing education to mitigate future outreach for the same topic, along with clear and concise follow ups to drive usage of self-service methodologies
• Escalate tickets to supervisors and technical support engineers when a bug, defect, or other complex issue is identified, as appropriate
• Documentation of all customer interactions in Salesforce Service Cloud
• Work with Quality Assurance to improve skills and personal CSAT scores Punctual, reliable, and consistent attendance
• Maintains familiarity, expertise, and certifications with all product offerings and relevant industry knowledge

Requirements

• 2 years of technical customer support experience in a SaaS environment
• Must be fluent speaking and communicating in English, bilingual in Spanish is a plus
• Experience supporting customers in a B2B environment strongly preferred
• Demonstrated experience in providing high-quality and customer-focused technical support
• Strong and professional communication skills, both written and verbal, with the ability to clearly explain complex concepts in a concise and straightforward manner
• Strong problem-solving skills and ability to “think on your feet”
• Collaborative team player with an empathetic and customer-centric mindset
• Ability to remain calm, composed, and articulate when dealing with tough customer situations

Benefits

Employees are offered a generous benefit package which includes Medical, Dental, Vision, 401K, Disability, HSA, PTO and more!

Summary

Apply today!

EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.