Technical Customer Care Representative

About the role

HHAeXchange is seeking motivated, multi-talented, and bilingual individuals with strong client service and technical skills to join our Customer Care team as Technical Customer Care Representatives in Minneapolis, MN. We are currently interviewing applicants for our next cohort starting September 14, 2026.

Responsibilities

• Provide technical assistance to customers via multiple channels (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.

Requirements

• 2+ years of technical customer support experience in a SaaS environment.
• Must be fluent speaking and communicating in English, bilingual in Spanish a plus.
• Experience supporting customers in a B2B environment strongly preferred.
• 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.
• Able 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.
• Experience with SMB preferred.
• Experience supporting software that offers a freemium platform a plus.
• Strong organizational skills and attention to detail.

Qualifications

• Experience with HHAeXchange mobile app or providing end-user technical software support is required.

Skills

• Fluent speaking and communicating in English, bilingual in Spanish a plus.
• Experience supporting customers in a B2B environment.
• Highly organized and detail-oriented.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.

Benefits

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

Pay

The base wage range for this US-based, full-time, and non-exempt position is $24.00-$28.00/hour. An employee’s exact starting wage will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values. In addition, Technical Customer Care Representatives are eligible for a shift premium for qualifying hours.

Schedule

Travel Requirements: None