Technical Customer Care Representative, bilingual only

Technical Customer Care Representative, Bilingual OnlyHHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create 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.We're seeking motivated, bilingual professionals with strong client service and technical skills to join our Customer Care team as Technical Customer Care Representatives in our Miami, FL office. We're currently gathering applicants for our next cohort starting January 5th, 2025, and Spanish fluency is required.Ideal candidates will have experience with the HHAeXchange mobile app or prior experience providing end-user technical software support. As a key member of our team, you'll bring a proactive, customer-first mindset, strong communication and problem-solving skills, and the ability to diagnose and resolve both technical and user-related issues. This is a critical, client-facing role supporting our Home Health Agency partners and ensuring they receive exceptional service and technical guidance.To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Essential Job DutiesProvide technical assistance to customers via multiple channels (i.e., 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.Punctual, reliable, and consistent attendance.Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.Other Job DutiesOther duties as assigned by supervisor or HHAeXchange leaderTravel RequirementsNoneRequired Education, Experience, Certifications, and Skills2+ years of technical customer support experience in a SaaS environmentMust be fluent speaking and communicating in English and SpanishExperience supporting customers in a B2B environment strongly preferredDemonstrated experience in providing high-quality and customer-focused technical supportStrong and professional communication skills, both written and verbal, with the ability to clearly explain complex concepts in a concise and straightforward mannerStrong problem-solving skills and ability to "think on your feet"Collaborative team player with an empathetic and customer-centric mindsetAbility to remain calm, composed, and articulate when dealing with tough customer situationsA self-starter with a strong sense of ownership who thrives in a fast-paced environmentAbility to work assigned shifts from our Miami, Florida locationExperience with SMB preferredExperience supporting software that offers a freemium platform a plusStrong organizational skills and attention to detailThe base wage range for this US-based, full-time, and non-exempt position is $23.00-28.00 per 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. 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.