Technical Customer Care Representative

About the role

Homeland has partnered with a global force in healthcare technology to seek a Technical Customer Care Representative to join their team of 700+ members who are revolutionizing healthcare. We are scouting dynamic individuals with hands-on experience in technical software support to help Home Health Agency clients shine by diagnosing and resolving both technical and user challenges. As an integral part of the team, you will demonstrate proactivity, initiative, outstanding communication abilities, and a dedicated customer-centric approach, with the ability to identify the root causes of technical and user-related issues for both new and existing clients.

Responsibilities

• Offer technical support to customers across various channels: phone, email, and chat, prioritizing an exceptional customer experience
• Engage in discovery questions to deeply understand customer challenges and craft swift, effective solutions
• Clearly communicate resolutions, both in tech-speak and everyday language, to optimize the customer's use of our clients' platform
• Provide feedback to reduce repeat queries and promote self-help tools
• Escalate complex issues, bugs, or defects to higher tiers or technical teams when needed
• Log all customer interactions meticulously in Salesforce Service Cloud
• Collaborate with Quality Assurance to enhance skills and boost personal CSAT ratings
• Display punctuality, reliability, and maintain consistent attendance
• Stay updated with all product offerings and industry knowledge

Requirements

• At least 2 years of experience in call center environment, preferred
• Prior experience supporting B2B customers is a strong advantage
• Proven ability to deliver exceptional, customer-focused technical support
• Excellent communication skills, both written and verbal
• Strong problem-solving abilities and quick thinking
• A collaborative team player with a customer-first mindset and empathetic approach
• Ability to remain calm, composed, and clear in challenging or high-pressure situations
• Self-motivated with a strong sense of ownership and adaptability to fast-paced environments
• Experience working with SMB clients is a plus
• Familiarity with software that includes a freemium model is preferred
• Strong organizational skills and attention to detail

Pay

This role offers an hourly rate of $24-$28.

Benefits

Generous benefit package including Medical, Dental, Vision, 401K, Disability, HSA, PTO and more.

Schedule

Candidates must be available to work within a shift window of 6 am – 10 pm CT. Specific schedules will be assigned upon offer acceptance based on business needs.