Customer Support Associate I

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