Customer Support Associate II

Who We Are

Based just outside of Minneapolis, MN, MatrixCare's team of employees is committed to improving patient and customer experiences through groundbreaking ideas and innovation. Our culture encourages continuous improvement and growth.

What You’ll Do

• Answer clinical related questions regarding the use of MatrixCare Home Health and Hospice, application (HH).
• Diagnose and resolve basic and complex customer clinical questions or problems over the telephone or through electronic communication.
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
• Document new issues, FAQs, and resolutions for a robust knowledge base.
• Identify critical issues that may impact all clients, provide proactive communications, product fixes and subsequent uploads.
• Track and document inbound support requests and ensure proper notation of customer problems and issues.
• Work closely with customers to ensure we are providing solutions that meet their needs.
• Stay abreast of current technology in products, design changes, and new product offerings.

About You

• Tech-savvy working with computers, internet browsers, and software applications.
• Excellent interpersonal, communication, and customer service skills with the proven ability to resolve challenging issues in a timely manner.
• A quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand.
• A great attitude that is willing to learn and increasingly strive to improve.

About Your Experience

• Home health or hospice clinical experience is preferred.
• A Bachelor’s Degree or equivalent work experience.
• The ability to solve clinical problems on an innovative home health & hospice software product.
• The ability to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision.

Benefits

• Comprehensive medical, vision, dental, and life insurance.
• AD&D, short-term and long-term disability insurance.
• Sleep care management.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Commuter benefits.
• 401(k).
• Employee Stock Purchase Plan (ESPP).
• Employee Assistance Program (EAP).
• Tuition assistance.

Pay

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. Subject to the absolute discretion of the company, this role may be eligible to receive stock equity based on company, business unit, and/or individual performance.

Pay Range

A reasonable estimate of the current range for this position is: 21.95 - 29.10 USD Hourly.