Customer Service Representative

ImageNetLLC

3d•Remote

About The Position

The Tier 1 Customer Service Representative is the first line of support for clients, providing technical and product assistance and resolving front-line inquiries. The role supports users of healthcare-related products and services, including Claim Connect (EDI Claims), eligibility verification, patient statements, payment services and ERA setup, enrollment, and credentialing. The position is currently remote, with the possibility of being required to report onsite based on business needs, performance evaluations, or operational requirements. The role requires a dedicated quiet work area, a primary internet connection of at least 50 Mbps, a reliable backup connection, the ability to hardwire to the modem, and provision of an internet speed test during the initial interview.

Requirements

At least 1 year of experience in customer service, technical support, help desk, or healthcare support.
Strong verbal and written communication skills.
Ability to troubleshoot basic software, system, and connectivity issues.
Experience handling inbound and outbound customer interactions by phone, email, and chat.
Strong problem-solving and critical-thinking skills.
Ability to multitask and manage multiple cases in a fast-paced environment.
Ability to document customer interactions accurately and professionally.
Customer-focused mindset, active listening, attention to detail, professional phone etiquette, team collaboration, adaptability, time management, prioritization, accountability, and ownership of customer issues.
Stable primary internet connection of at least 50 Mbps and a reliable backup connection.
Ability to directly hardwire to the modem and provide a speed test during the initial interview.
Quiet, dedicated work area.
Flexibility to transition to an office-based setup when necessary.

Nice To Haves

Previous experience supporting dental software or healthcare technology platforms.
Knowledge of dental insurance claims processing and Electronic Data Interchange (EDI).
Familiarity with dental practice management systems such as Dentrix, Eaglesoft, Open Dental, or PracticeWorks.
Understanding of electronic claims submission, eligibility verification, electronic remittance advice (ERA), electronic funds transfer (EFT), and claim status inquiries.
Experience using CRM or case management tools such as Salesforce, ServiceNow, or Zendesk.

Responsibilities

Serve as the primary support channel for product users through phone, email, and chat.
Capture client concerns, issues, and requests and accurately log and categorize them in Salesforce.
Troubleshoot and resolve common Level 1 issues, including login problems, navigation errors, basic system functionality, and frequently asked questions.
Escalate complex or unresolved issues to Tier 2 or specialized teams with complete documentation and clear context.
Guide clients through basic system processes and best practices, and explain system features, updates, and self-service options.
Maintain familiarity with the company’s products and services and direct clients to current documentation and resources when applicable.
Adhere to internal SLAs for response and resolution times to support client satisfaction.
Collect client feedback and identify recurring issues to inform product improvements and training opportunities.
Collaborate with Tier 2 support, engineering, and product teams to improve the client experience.
Participate in regular support huddles and share insights from front-line interactions.