Customer Support Associate I
About The Position
The Customer Support Associate is a full-time position reporting to the Customer Support Manager and is part of the Customer Services Department. You will receive specialized product and industry training specific to our SigmaCare customers. A successful Customer Support Associate 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 of a healthcare technology company, then MatrixCare is the place for you!
Requirements
- Bachelor's degree or equivalent industry experience
- Excellent customer service skills
- Effective critical thinking and problem-solving abilities
- Excellent verbal and written communication skills
- Strong listening skills with the ability to empathize
- Established computer skills
- Thrive in a collaborative environment
Nice To Haves
- E.H.R. experience and/or education is preferred
- Knowledge of the post-acute healthcare industry is preferred, but not required
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 to 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
- Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Miscellaneous Manufacturing
Number of Employees
5,001-10,000 employees
