HHAeXchange · 14 hours ago
Technical Customer Care Representative
Miami-Dade County, Florida
Full-time
Onsite
Entry, Mid Level
$23/hr - $28/hr
2+ years expHHAeXchange is the leading technology platform for home and community-based care, and they are seeking motivated bilingual professionals to join their Customer Care team as Technical Customer Care Representatives. This role involves providing technical assistance to customers, ensuring exceptional service, and supporting Home Health Agency partners with technical guidance.
Health CareSaaSSoftware
Responsibilities
Provide technical assistance to customers via multiple channels (i.e., phone, email, chat) in a courteous and professional manner, putting the customer experience at the forefront of all interactions
Ask discovery questions to understand and analyze customer challenges and determine the best course of action for a fast and smooth resolution
Clearly articulate resolution paths to customers, both in technical and non-technical terms to help customers maximize their usage of the HHAeXchange platform while providing education to mitigate future outreach for the same topic, along with clear and concise follow ups to drive usage of self-service methodologies
Escalate tickets to supervisors and technical support engineers when a bug, defect, or other complex issue is identified, as appropriate
Documentation of all customer interactions in Salesforce Service Cloud
Work with Quality Assurance to improve skills and personal CSAT scores
Punctual, reliable, and consistent attendance
Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas
Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role
Other duties as assigned by supervisor or HHAeXchange leader
Qualification
Required
2+ years of technical customer support experience in a SaaS environment
Fluency in English and Spanish required
Demonstrated experience in providing high-quality and customer-focused technical support
Strong and professional communication skills, both written and verbal, with the ability to clearly explain complex concepts in a concise and straightforward manner
Strong problem-solving skills and ability to 'think on your feet'
Collaborative team player with an empathetic and customer-centric mindset
Ability to remain calm, composed, and articulate when dealing with tough customer situations
A self-starter with a strong sense of ownership who thrives in a fast-paced environment
Strong organizational skills and attention to detail
Ability to work assigned shifts from our Miami, Florida location
Preferred
Experience supporting customers in a B2B environment strongly preferred
Experience with SMB preferred
Experience supporting software that offers a freemium platform a plus
Benefits
Competitive health plans
Paid time-off
Company paid holidays
401K retirement program with a Company elected match
Other company sponsored programs
Company
HHAeXchange
At HHAeXchange, we believe that healthcare should be simple, effective, and transparent.
501-1000 employees
H1B Sponsorship
HHAeXchange has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (3)
2023 (6)
2022 (6)
2021 (3)
2020 (7)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
HgWincove
2021-09-14Private Equity
2019-01-08Private Equity
2019-01-01Acquired
Leadership Team
Paul Joiner
Chief Executive Officer
Dan Ahrens
Senior Vice President Customer Success
Recent News
Company data provided by crunchbase