Technical Customer Care Representative
$49,920–$58,240 year
On-siteMinneapolis, Minnesota, United States
Job Summary
Provide technical assistance to customers via phone, email, and chat by asking discovery questions to analyze challenges and determine resolution paths. Clearly articulate solutions in both technical and non-technical terms to maximize platform usage while educating customers on self-service methodologies. Escalate bugs, defects, or complex issues to supervisors and engineers as appropriate, and document all interactions in Salesforce Service Cloud. Collaborate with Quality Assurance to improve skills and CSAT scores while maintaining familiarity with all product offerings and customer personas. This role supports Home Health Agency clients directly within the HHAeXchange ecosystem, requiring bilingual Spanish skills and experience in a SaaS B2B environment.
Required Qualifications
- 2+ years of technical customer support experience in a SaaS environment
- Must be fluent speaking and communicating in English
- Prior experience with the HHAeXchange mobile app or providing end-user technical software support
- Punctual, reliable, and consistent attendance
- Ability to work assigned shifts including Saturday or Sunday, if applicable, from our Minneapolis, MN location
Desired Qualifications
- bilingual in Spanish a plus
- Experience supporting customers in a B2B environment
- 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
- Experience with SMB
- Experience supporting software that offers a freemium platform a plus
- Strong organizational skills and attention to detail
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