Technical Customer Care Representative

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.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• None

Required Education, Experience, Certifications and Skills

• 2+ years of technical customer support experience in a SaaS environment
• Must be fluent speaking and communicating in English, bilingual in Spanish 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.
• A self-starter with a strong sense of ownership who thrives in a fast-paced environment.
• Ability to work assigned shifts including Saturday or Sunday, if applicable, from our Minneapolis, MN location
• Experience with SMB preferred.
• Experience supporting software that offers a freemium platform a plus.
• Strong organizational skills and attention to detail