Customer Experience Technician
Hearst Television•Dallas, TX
About The Position
At Homecare Homebase, Customer Experience Technicians help home health and hospice organizations overcome business and technology challenges that can impede patient care and efficiency. The role is often the face of Homecare Homebase to clients, guiding customers through software challenges and removing obstacles so they can focus on delivering high-quality patient care. The position supports the company's mission to empower exceptional care by providing excellent customer service and supporting clients in their daily use of the software. It also includes sharing guidance with team members to help ensure quality service.
Requirements
- Bachelor's degree or an equivalent combination of some college and significant work experience.
- Strong problem-solving and creative-thinking abilities.
- Strong written and verbal communication skills, with empathy for customer needs.
- Ability to learn quickly.
- Team-oriented approach and willingness to contribute to a positive, collaborative environment.
- Engagement in professional growth and ability to thrive under clearly defined goals.
Nice To Haves
- Microsoft SQL experience is strongly preferred.
Responsibilities
- Meet or exceed established standards for productivity, quality, and other assigned metrics.
- Work from designated ServiceNow queues according to priority and resolve cases promptly using available tools and resources effectively.
- Monitor trends in the assigned Functional Area and advise the Client Services team about potential customer problems.
- Provide Tier 1 team members with feedback on troubleshooting steps to improve team performance and deflect cases from Tier 2 queues.
- Serve as a subject matter expert on proper use of the Homecare Homebase application within the assigned Functional Area.
- Thoroughly troubleshoot cases and provide detailed research notes to Product Support to help resolve them.
- Determine case impact and follow escalation rules when appropriate.
- Exemplify CARES core values.
- Perform additional duties and responsibilities as assigned by Client Services management.
