Customer Experience Technician

Hearst • Dallas, TX

13h

About The Position

Homecare Homebase is searching for a Customer Experience Technician to troubleshoot software issues for our clients to ensure the best possible experience with Homecare Homebase.
At Homecare Homebase, we help home health and hospice organizations across the nation overcome the business and technological challenges that stand in the way of patient care and efficiency. As a Customer Experience Technician, you are often the face of Homecare Homebase for our clients. You will play an essential role in guiding our customers through software challenges and eliminating obstacles so that they can focus their time and energy on delivering high quality patient care.
Homecare Homebase’s mission is to empower exceptional care among all the clients we serve. The Lead Customer Experience Technician supports this mission by providing excellent customer service, supporting our clients with their daily use of our software, and providing guidance to team members to ensure quality service.

Requirements

• Driven individuals who remain engaged in their own professional growth and thrive under clearly defined goals and ample career opportunities
• Quick learners with strong problem solving and creative thinking abilities
• Strong written and verbal communicators who are empathetic to customer needs and desire to make a difference in the lives of others
• Team players who are passionate about their work and will actively contribute to a positive, collaborate environment
• Education requirements: this career opportunity requires a bachelor's degree or an equivalent combination of some college and significant work experience.
• Microsoft SQL experience is strongly preferred.

Responsibilities

• Meeting or exceeding established standards for productivity, quality, and any other assigned metrics
• Working from designated ServiceNow queues based on priority and ensuring timely resolution of cases through effective and efficient use of available tools and resources
• Monitoring trends in assigned Functional Area and providing consultation to Client Services team to aid in addressing areas identified as potential problems for customers
• Providing feedback to Tier 1 team members on appropriate troubleshooting steps to improve team performance and deflect cases from Tier 2 queues
• Serving as a subject matter expert on the proper use of the Homecare Homebase application as it pertains to assigned Functional Area
• Thoroughly troubleshooting and providing detailed research notes to Product Support to assist with case resolution. Determining impact and following escalation rules when appropriate
• Exemplify CARES core values
• Additional duties and responsibilities as assigned by Client Services management

Benefits

• Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that Homecare Homebase is a great place to build your career.
• Above all, employees are part of a work environment where we live our CARES values: Care, Act, Respect, Excel, and Smile.
• Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff, as well as the patients they serve.
• A Leader who cares. President Luke Rutledge has continued the mission to create a culture that cares - one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family.
• Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers both full and part-time career opportunities to fit life's unique demands.
• A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.

What This Job Offers

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