Client Technical Support Agent, Healthcare Revenue Cycle (Remote)
About The Position
As our Client Technical Support Agent, you will deliver software support to clients and respond promptly to both routine and emergency support requests, from clients and team members. You will have the opportunity to: Troubleshoot product and technical issues Assess severity and scope of issues, inquiries, and requests. Communicate with clients by phone and email Log and manage all client-related issues in our Client Relationship Management (CRM) tool (Salesforce) Escalate complex issues to technical and product teams with complete and accurate information Manage customer and user configurations Educate and empower customers to maximize the use of products, tools, and services Stay current on all product and service updates Monitor system status and communicate issues internally and externally Initiate proactive customer communications Apply Knowledge-Centered Service (KCS) practices, including maintaining knowledge articles for internal and external use Document solutions in reusable articles to support future issue resolution Foster relationships between customers and the Experian brand through every interaction.
Requirements
- 2+ years' experience with research and reconciliation skills
- 2+ years' experience in Healthcare IT, Healthcare technical support, or Healthcare SaaS industry
Nice To Haves
- Bachelor's degree is beneficial
- Salesforce proficiency is beneficial
Responsibilities
- Troubleshoot product and technical issues
- Assess severity and scope of issues, inquiries, and requests.
- Communicate with clients by phone and email
- Log and manage all client-related issues in our Client Relationship Management (CRM) tool (Salesforce)
- Escalate complex issues to technical and product teams with complete and accurate information
- Manage customer and user configurations
- Educate and empower customers to maximize the use of products, tools, and services
- Stay current on all product and service updates
- Monitor system status and communicate issues internally and externally
- Initiate proactive customer communications
- Apply Knowledge-Centered Service (KCS) practices, including maintaining knowledge articles for internal and external use
- Document solutions in reusable articles to support future issue resolution
- Foster relationships between customers and the Experian brand through every interaction.
Benefits
- Great compensation package and bonus plan
- Core benefits including medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remote
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
