{"id":3121343,"url":"https://alion.io/job/hearst-customer-experience-technician","title":"Customer Experience Technician","company":{"id":1753362,"name":"Hearst","domain":"hearst.com","url":"https://alion.io/company/hearst-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":81,"open_postings":45,"ghost_share":0,"stale_share":0.978,"repost_share":0,"time_to_fill_p50_days":3,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":69000,"period":"year","method":"role_country_seniority_unknown","sample_n":19516},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"MS SQL","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-22T21:48:18Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-29T01:43:39Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"The Challenge\nAt 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.\n You will be responsible for:\nMeeting or exceeding established standards for productivity, quality, and any other assigned metrics \nWorking from designated ServiceNow queues based on priority and ensuring timely resolution of cases through effective and efficient use of available tools and resources\nMonitoring trends in assigned Functional Area and providing consultation to Client Services team to aid in addressing areas identified as potential problems for customers\nProviding feedback to Tier 1 team members on appropriate troubleshooting steps to improve team performance and deflect cases from Tier 2 queues\nServing as a subject matter expert on the proper use of the Homecare Homebase application as it pertains to assigned Functional Area\nThoroughly troubleshooting and providing detailed research notes to Product Support to assist with case resolution. Determining impact and following escalation rules when appropriate\nExemplify CARES core values \nAdditional duties and responsibilities as assigned by Client Services management\n What We're Looking For\nHomecare 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:\nDriven individuals who remain engaged in their own professional growth and thrive under clearly defined goals and ample career opportunities \nQuick learners with strong problem solving and creative thinking abilities\nStrong written and verbal communicators who are empathetic to customer needs and desire to make a difference in the lives of others\nTeam players who are passionate about their work and will actively contribute to a positive, collaborate environment\nEducation 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.","description_format":"text","description_chars":2571,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Broadcasting","Data Providers & Datasets","Publishing","Digital Media"],"lifecycle":[{"event":"open","at":"2026-10-23T00:35:21Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.285,"p_room":0.45,"age_days":5,"expected_fill_days":3,"reasons":["conf:15","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/hearst-customer-experience-technician","json_url":"https://alion.io/job/hearst-customer-experience-technician.json","meta":{"generated_at":"2026-10-29T05:10:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7990,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1753362},"rest":"https://alion.io/mcp/rest/get_company?id=1753362"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhearst-customer-experience-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhearst-customer-experience-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhearst-customer-experience-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hearst-customer-experience-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhearst-customer-experience-technician"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3121343}},{"tool":"search_jobs","arguments":{"company":"hearst.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3121343},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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