At careerzynith, we're revolutionizing the home and community-based care industry with our cutting-edge technology platform. Founded in 2008, we've been dedicated to creating 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 a homecare ecosystem that 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 passionate about delivering exceptional customer experiences and have a knack for technical problem-solving, we want to hear from you!

About the Role

As a Technical Customer Care Representative, you'll be the face of careerzynith, providing top-notch technical assistance to our Home Health Agency clients via multiple channels, including phone, email, and chat. You'll be the go-to expert for troubleshooting and resolving complex technical issues, ensuring our customers maximize their usage of our platform while providing education to mitigate future outreach.

Key Responsibilities

* Provide technical assistance to customers via multiple channels (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 careerzynith platform while providing education to mitigate future outreach.
• 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.
• Maintain punctual, reliable, and consistent attendance.
• Stay up-to-date with all product offerings, relevant industry knowledge, and customer personas.

Other Job Duties

* Perform other duties as assigned by supervisor or careerzynith 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
• 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 careerzynith core values.
• In addition, Technical Customer Care Representatives are eligible for a shift premium for qualifying hours.
• This is a benefits-eligible position, offering competitive health plans, paid time-off, company-paid holidays, 401K retirement program with a Company elected match, and other company-sponsored programs.
• careerzynith is an equal opportunity employer, committed to providing 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.

If you're passionate about delivering exceptional customer experiences and have a knack for technical problem-solving, we want to hear from you! Apply now to join our team as a Technical Customer Care Representative and be a part of revolutionizing the home and community-based care industry! Apply for this job