Customer Experience Technician

Hearst•Dallas, TX

10h

About The Position

The Opportunity Homecare Homebase is searching for a Customer Experience Technician to troubleshoot software issues for our clients to ensure the best possible experience with Homecare Homebase. The Challenge At Homecare Homebase, we help home health and hospice organizations across the nation overcome the business and technological challenges that stand in the way of patient care and efficiency. As a Customer Experience Technician, you are often the face of Homecare Homebase for our clients. You will play an essential role in guiding our customers through software challenges and eliminating obstacles so that they can focus their time and energy on delivering high quality patient care. You will be responsible for: Meeting or exceeding established standards for productivity, quality, and any other assigned metrics Working from designated ServiceNow queues based on priority and ensuring timely resolution of cases through effective and efficient use of available tools and resources Monitoring trends in assigned Functional Area and providing consultation to Client Services team to aid in addressing areas identified as potential problems for customers Providing feedback to Tier 1 team members on appropriate troubleshooting steps to improve team performance and deflect cases from Tier 2 queues Serving as a subject matter expert on the proper use of the Homecare Homebase application as it pertains to assigned Functional Area Thoroughly troubleshooting and providing detailed research notes to Product Support to assist with case resolution. Determining impact and following escalation rules when appropriate Exemplify CARES core values Additional duties and responsibilities as assigned by Client Services management What We're Looking For Homecare Homebase’s mission is to empower exceptional care among all the clients we serve. The Lead Customer Experience Technician supports this mission by providing excellent customer service, supporting our clients with their daily use of our software, and providing guidance to team members to ensure quality service. We are seeking: Driven individuals who remain engaged in their own professional growth and thrive under clearly defined goals and ample career opportunities Quick learners with strong problem solving and creative thinking abilities Strong written and verbal communicators who are empathetic to customer needs and desire to make a difference in the lives of others Team players who are passionate about their work and will actively contribute to a positive, collaborate environment Education requirements: this career opportunity requires a bachelor's degree or an equivalent combination of some college and significant work experience. Microsoft SQL experience is strongly preferred. What You Can Expect from Us At Homecare Homebase, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that Homecare Homebase is a great place to build your career. Above all, employees are part of a work environment where we live our CARES values: Care, Act, Respect, Excel, and Smile. Our Team Members Also Enjoy Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff, as well as the patients they serve. A Leader who cares. President Luke Rutledge has continued the mission to create a culture that cares - one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family. Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers both full and part-time career opportunities to fit life's unique demands. A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need. About Homecare Homebase Founded in 1999, Homecare Homebase is dedicated to helping our clients overcome business and technological challenges that stand in the way of clinical outcomes and operational efficiency. We work with home health and hospice organizations to tackle problems big and small. Our services are rooted in systems thinking and reach across the entire organization — from Intake to Discharge — to achieve transformative results. Sound like a good fit? Please take a moment to apply for this position. This position does not provide sponsorship. All applicants should either be US Citizens or Permanent Residents eligible to work in the US without immigration restrictions.

Requirements

Driven individuals who remain engaged in their own professional growth and thrive under clearly defined goals and ample career opportunities
Quick learners with strong problem solving and creative thinking abilities
Strong written and verbal communicators who are empathetic to customer needs and desire to make a difference in the lives of others
Team players who are passionate about their work and will actively contribute to a positive, collaborate environment
this career opportunity requires a bachelor's degree or an equivalent combination of some college and significant work experience

Nice To Haves

Microsoft SQL experience is strongly preferred.

Responsibilities

Meeting or exceeding established standards for productivity, quality, and any other assigned metrics
Working from designated ServiceNow queues based on priority and ensuring timely resolution of cases through effective and efficient use of available tools and resources
Monitoring trends in assigned Functional Area and providing consultation to Client Services team to aid in addressing areas identified as potential problems for customers
Providing feedback to Tier 1 team members on appropriate troubleshooting steps to improve team performance and deflect cases from Tier 2 queues
Serving as a subject matter expert on the proper use of the Homecare Homebase application as it pertains to assigned Functional Area
Thoroughly troubleshooting and providing detailed research notes to Product Support to assist with case resolution.
Determining impact and following escalation rules when appropriate
Exemplify CARES core values
Additional duties and responsibilities as assigned by Client Services management