Experienced Technical Customer Care Representative – Home Health Agency Support
At arenaflex, we're revolutionizing the home and community-based care industry with our cutting-edge technology platform. Founded in 2008, we've been dedicated to providing a comprehensive end-to-end homecare solution that empowers individuals to thrive in their homes and communities. Our team is 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're seeking highly 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 our Minneapolis, MN office location. If you're a problem-solver with exceptional communication skills and a customer-centric mindset, we want to hear from you!
About the Role
As a Technical Customer Care Representative, you'll be a key member of our team, providing technical assistance to customers via multiple channels (phone, email, chat) in a courteous and professional manner. You'll ask discovery questions to understand and analyze customer challenges, determine the best course of action for a fast and smooth resolution, and clearly articulate resolution paths to customers. You'll also escalate tickets to supervisors and technical support engineers when necessary, document all customer interactions in Salesforce Service Cloud, and work with Quality Assurance to improve skills and personal CSAT scores.
Key Responsibilities
* Provide technical assistance to customers via multiple channels (phone, email, chat) in a courteous and professional manner
- 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 arenaflex platform while providing education to mitigate future outreach for the same topic
- Escalate tickets to supervisors and technical support engineers when a bug, defect, or other complex issue is identified, as appropriate
- Document all customer interactions in Salesforce Service Cloud
- Work with Quality Assurance to improve skills and personal CSAT scores
- Punctual, reliable, and consistent attendance
- Maintain familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas
Other Job Duties
* Other duties as assigned by supervisor or arenaflex 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
Additional Information
* The base wage range for this US-based, full-time, and non-exempt position is $23.00-28.00/per hour. 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 arenaflex core values.
- In addition, Technical Customer Care Representatives are eligible for a shift premium for qualifying hours.
- This is a benefits-eligible position. arenaflex offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company-sponsored programs.
Why Join arenaflex?
* arenaflex is an equal opportunity employer. We offer 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.
- Our team is passionate about transforming the healthcare space and making a positive impact on people's lives.
- We offer a dynamic and fast-paced work environment with opportunities for growth and development.
- Our benefits package is designed to support your physical, emotional, and financial well-being.
How to Apply
If you're a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply to this Job Apply for this job