Customer Experience Technician

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.