Customer Support Associate I
MatrixCare
Customer Support Associate I
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!
Essential Duties and 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
Required Knowledge, Skills, and Abilities:
- 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.
Education and Experience:
- Bachelor's degree or relevant workforce experience
- One to two years of experience in technical support
- Salesforce experience
- Experience with Point of Sale or accounting applications a plus
- Previous experience working remotely or in a distributed team environment
Vacancy posted 3 days ago
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