Customer Support Associate I

The Customer Support Associate is a full-time position reporting to the Support Manager and is part of the Customer Service Department.  You will receive specialized product and industry training specific to the product you will support. A successful Customer Support Associate is a motivated individual who is customer focused and uses their analytical skills to find the root cause of an issue.

The shift for this role is: 9am to 6pm EST.

Let’s talk about Responsibilities:

• Provide effective software support to clients and customers reporting problems with MatrixCare and supporting products. Incoming and outbound Calls as well as working out of Salesforce helpdesk Queue.
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
• Perform basic and advanced troubleshooting and problem replication in order to identify/verify underlying cause of customer reported problems
• Utilize experience, knowledge base, user guides and other internal resources to resolve application and technical issues.
• Requires critical thinking with strong researching and analytical skills.
• Able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision
• Contribute to the maintenance and improvement of knowledge base as a tier one resource
• Escalate calls to second tier analyst according to defined support processes
• Perform assigned tasks such as testing reported issues, webinars and mentoring
• Demonstrate proactive communication to clients after identifying common issues reported to support
• Contribute to the monthly team goals
• Participate in paid after hour on call rotation

Let’s talk about Experience and Qualifications:

• Excellent customer service skills
• Good problem-solving and prioritization abilities
• Excellent verbal and written communication skills
• Basic computer skills
• Ability to work in a team environment
• Ability to multi-task
• Knowledge of software support methodologies and/or the post-acute healthcare industry is preferred.
• Home health or clinical experience is preferred.
• Bachelor’s Degree or equivalent work experience
• Ability to solve clinical problems on an innovative home health software product.
• One to two years’ experience working with software support.
• Prior Helpdesk a plus.