Client Technical Support Agent, Healthcare Revenue Cycle (Remote)

Experian

1d • 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 is preferred

Nice To Haves

• Bachelor's degree is beneficial, but not required
• 2+ years' experience in Healthcare IT, Healthcare technical support, or Healthcare SaaS industry are preferred, but not required
• 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, hybrid
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level