Tier 1 - Customer Experience Representative

Job Description

Job Description

Tier 1 - Customer Experience Representative

Starting Salary: $46,550 

Schedule: Monday to Friday, 8:30 a.m.- 5:30 p.m. (EST) 

Location – On-Site Bonita Springs, FL

Job Summary: 

eDist is a profitable, self-funded, and well-established AI Speech Automation technology company offering stable, non-seasonal roles and rapid advancement.

Overview of Responsibilities:  

• Respond to inbound customer inquiries.
• Provide navigation and usage support for Dictation.Cloud.
• Perform initial troubleshooting using SOPs.
• Document interactions accurately in HubSpot.
• Maintain service levels and quality standards. Participate in paid on-call rotation.

Core Competencies:  

• Customer Focus
• Technical Aptitude
• Communication
• Problem Solving
• Attention to Detail
• Time Management
• Adaptability
• Teamwork

Qualifications: Drive to learn about technology and grow your knowledge. 

• Strong communication and customer-service skills.
• Ability to troubleshoot basic technical issues.
• Familiarity with Windows and Microsoft Office.
• Ability to work full-time in office.
• Ability to assess Clients’ support needs as they arise and provide solutions or direct to the proper channels. 
• Comfortable communicating verbally with Clients to explain company and product values to ensure satisfaction. 
• Ability to utilize, and supplement self-service resources (internal guides, manuals, SOPs, etc.). 
• Ability to thrive on change and a sense of urgency to get things done. 
• High energy with the ability to multitask and prioritize efficiently. 
• Desire to learn our solutions, help others, and rapidly advance. 
• Have excellent time management skills and can make decisions quickly. 
• Maintain composure and Client focus while resolving issues. 
• Superb ability to focus on detail as well as the overall view. 

Optional Qualifications:  

• English/Spanish bilingual (preferred).
• Bachelor’s Degree in computer science or similar industry experience. 
• Comp TIA or equivalent experience 
• Experience in HubSpot 
• Healthcare IT experience is desirable 
• Knowledge of Dragon Voice Recognition Software. 
• Knowledge of Philips Dictation software and hardware products. 
• Knowledge of Dictation & Transcription Hardware or Software. 
• Any IT certifications in Networking, Citrix, VM Ware, Microsoft, or macOS. 
• Sales or hospitality experience. 
• Work in Medical EHR or similar experience in vertical-specific software platforms.