Full-Time

Technical Customer Care Representative

Confirmed live in the last 24 hours

hhaexchange

hhaexchange

501-1,000 employees

Homecare management software platform provider

Enterprise Software
Healthcare

Junior, Mid

Minneapolis, MN, USA

Onsite position in Minneapolis, MN.

Category
Customer Support
Customer Success & Support
Requirements
  • 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.
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 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.

HHAeXchange provides a platform for homecare management that connects homecare agencies, state Medicaid programs, managed care organizations (MCOs), caregivers, and patients. The platform streamlines operations for homecare providers by integrating scheduling, billing, compliance, and reporting into one system, which helps reduce administrative tasks and allows providers to focus more on patient care. HHAeXchange operates on a Software-as-a-Service (SaaS) model, offering subscription-based access to their software with ongoing updates and support. This flexibility allows the platform to be customized for both small and large homecare agencies. A key aspect of HHAeXchange's approach is empowering caregivers to be active participants in the care process, which enhances the quality of care for patients. The company's goal is to improve the overall quality of homecare through better communication and coordination among all stakeholders.

Company Stage

Growth Equity (Venture Capital)

Total Funding

N/A

Headquarters

New York City, New York

Founded

2008

Growth & Insights
Headcount

6 month growth

8%

1 year growth

8%

2 year growth

8%
Simplify Jobs

Simplify's Take

What believers are saying

  • Acquisitions of Sandata and Generations expand HHAeXchange's market reach and expertise.
  • The homecare industry is projected to grow significantly, boosting demand for their solutions.
  • Integration of AI and telehealth enhances operational efficiency and patient care.

What critics are saying

  • Integration challenges with recent acquisitions could disrupt operations if not managed well.
  • Rapid expansion may strain resources, affecting service quality and system integration.
  • New leadership appointments may lead to strategic shifts, risking client relationships.

What makes hhaexchange unique

  • HHAeXchange offers a comprehensive platform connecting all homecare stakeholders.
  • Their SaaS model provides continuous updates and support for homecare agencies.
  • The platform's flexibility allows customization for both small and large providers.

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