Customer Support Associate I

MatrixCare • Bloomington, MN

10d • $22 - $29 • Remote

About The Position

The Customer Support Associate I role is a full-time position in the Customer Support Department. In this role, you will receive specialized product and industry training specific to the product you will support. A successful Customer Support Associate I is a motivated individual who is customer-focused and uses their analytical skills to find the root cause of an issue. If you are passionate about your performance and innovation in a healthcare technology company, then MatrixCare is the place for you!

Requirements

• Excellent customer service and interpersonal skills
• Effective problem-solving, analytical, and prioritization abilities.
• Excellent verbal and written communication skills
• Technical aptitude with a willingness and ability to learn new technologies and applications
• Ability to work collaboratively and effectively in a team environment
• Strong attention to detail and being able to document issues
• Resolving customer situations with professionalism and urgency.
• Bachelor’s degree or relevant workforce experience
• One to two years of experience in technical support
• Salesforce experience

Nice To Haves

• Experience with Point of Sale or accounting applications a plus
• Previous experience working remotely or in a distributed team environment

Responsibilities

• Provide effective phone and email software support to customers reporting problems or requiring on-the-spot coaching with the MatrixCare products
• Utilize the Salesforce Service Console to log customer cases
• Perform basic and advanced troubleshooting to identify/verify the underlying cause of customer-reported problems
• Utilize internal resources to assist in the prompt resolution of application and technical issues
• Contribute to the maintenance and improvement of the knowledge base
• Escalate calls to higher-level analysts according to defined support processes
• Contribute to the monthly team goals
• Participate in after-hours on-call rotation

Benefits

• comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.

What This Job Offers

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