Technical Customer Care Representative
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, we created a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.
About the role
We are 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 our Minneapolis, MN office. Spanish-speaking representatives are a huge plus. Prior experience with the HHAeXchange mobile app or providing end-user technical software support is required.
This is a critical role that supports and interacts directly with our Home Health Agency clients. You will be proactive, show initiative, have exceptional communication skills, and a strong customer mindset, together with the ability to diagnose the origins of both technical and user issues for our new and existing customers.
Next cohort starts October 12, 2026.
Responsibilities
- Provide technical assistance to customers via multiple channels (phone, email, chat) in a courteous and professional manner, prioritizing customer experience.
- Ask discovery questions to understand and analyze customer challenges and determine the best course of action for fast and smooth resolution.
- Clearly articulate resolution paths to customers, both in technical and non-technical terms, to help them maximize usage of the HHAeXchange platform while providing education to mitigate future outreach for the same topic.
- Escalate tickets to supervisors and technical support engineers when a bug, defect, or other complex issue is identified.
- Document all customer interactions in Salesforce Service Cloud.
- Work with Quality Assurance to improve skills and personal CSAT scores.
- Maintain punctual, reliable, and consistent attendance.
- Maintain familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
- Perform other duties as assigned by supervisor or HHAeXchange leader.
Requirements
- 2+ years of technical customer support experience in a SaaS environment.
- Must be fluent speaking and communicating in English; bilingual in Spanish is 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 concisely.
- Strong problem-solving skills and ability to “think on your feet.”
- Collaborative team player with an empathetic and customer-centric mindset.
- Ability 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 is a plus.
- Strong organizational skills and attention to detail.
- Ability to work assigned shifts including Saturday or Sunday, if applicable, from our Minneapolis, MN location.
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 factors including experience, education, training, merit, location, and alignment with HHAeXchange core values. Technical Customer Care Representatives are eligible for a shift premium for qualifying hours.
Benefits
- Competitive health plans.
- Paid time-off and company-paid holidays.
- 401K retirement program with a company-elected match.
- Other company-sponsored programs.