What are the responsibilities and job description for the Technical Customer Care Representative position at HHA eXchange?
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. We are seeking motivated, multi-talented and bilingual individuals with strong client service and technical skills to join our Customer Care team as Technical Customer Care Representatives in Minneapolis, MN office location. Prior experience with the HHAeXchange mobile app or providing end-user technical software support is required. As a key member of the team, you will be proactive, show initiative, have exceptional communication skills and a strong customer mindset, together with the ability to diagnose the origins of both technical, as well as user issues to our new and existing customers. This is a critical role that supports and interacts directly with our Home Health Agency clients. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential Job Duties 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 HHAeXchange 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, relevant industry knowledge, and customer personas. The base wage range for this US-based, full-time, and non-exempt position is $23.00-$27.00. An employee s exact starting wage will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values. This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs. HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.
Salary : $23 - $27
