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Customer Care Associate

2 months ago

Boise, United States AIDA Healthcare Full time

AIDA Healthcare is a customer-focused technology company serving hospitals, health systems and a variety of other participants within the Healthcare industry. AIDA Healthcare’s mission is to empower healthcare workers to spend less time on administrative and clerical duties and spend more time providing direct, human-to-human care to patients.


AIDA Healthcare is a startup company blasting off within its growth stage. We are looking for a new team member to boost up our Customer Care team to ensure that the Care we provide our Customers remains unrivaled within the industry. Apply if you are looking for a fast-paced, high-growth opportunity, where you can impact the lives of those that Care for us when we are at our most vulnerable.


Position Overview:


Under the general supervision of the Customer Care Supervisor, a Customer Care Associate is responsible for maintaining a positive, helpful attitude and approach in providing excellent customer service to all customers, including Case Management and Social Work staff, IT staff, Post-Acute Intake and Admission staff, Physicians and fellow Coworkers.


Key Responsibilities:


  1. Support Tickets

a. Answer phone calls and replying to inbound emails/chats requesting Support

b. Maintain a ‘customer-first’ mentality

c. Gather all necessary information about Customer

d. Diagnose support ticket and triage appropriately

e. Assist Customer with product information

f. Follow up with Customer to ensure high Customer Satisfaction


2. Knowledge Building

a. Quickly learn AIDA’s products to assist Customer with navigation

b. Enhance technical knowledge of AIDA’s products to assist with technical investigations


Required Skills and Attributes

• Strong relationship-building and communication skills

• Proficiency in Microsoft Suite, Atlassian tools and Help Scout

• Proficiency with reading JSON and HTML

• Collaborate cross-functionally pro-actively and efficiently

• Detail-oriented and vigilant for social engineering • Empathetic, transparent, adaptable, inquisitive and growth-oriented.


Performance Expectations

• Support tickets are replied to within 1-hour

• All Customers are handled with respect and humility

• Maintain high levels of Customer Satisfaction

• Quickly learn AIDA’s Solutions and their impact in the Healthcare industry


Compensation & Benefits

• Expected Salary Range: 30-50k

• Unlimited PTO

• Remote/Hybrid Work

• 401(k)

• Medical, Vision and Dental Insurance

• Company Event


Disclosures

• Primary residence must be in FL, ID, NC or WA

• Full-time: Mon-Fri, 8:00am to 5:00pm

• We are looking for hard-working and collaborative people as diverse as the patients in the Healthcare industry. That is, we want to build a team with different perspectives, experiences and backgrounds. To put it legally: AIDA Healthcare is an equal opportunity employer and makes employment decisions on the basis of merit. AIDA Healthcare does not discriminate based on race, sex, age, religion, disability, national origin, and/or socioeconomic class.