Customer Care Tier II Specialist

3 months ago

Port Washington, United States Sandata Technologies Full time

** Sandata Technologies**

** Customer Care Tier II Specialist**

Port Washington, NY 11050

Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 18 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible.

At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

Sandata is seeking a motivated service-oriented team player to join a growing team to help respond, triage and resolve customer technical support issues. This role services as the main escalation point for all issues that are found and identified by the Tier 1 team and to ensure timely responses and resolutions to Sandata applications, products, and integrations. The Tier 2 representative is responsible for providing advanced software support to our clients through the courteous, efficient, accurate processing of client issues and requests in a timely and professional manner. Our support specialists assist our clients with browser support, mobile application support, integration support, navigating through client and staff scheduling, plan of care documentation, staff compliance and visit maintenance. *This is a customer-facing role* that has direct impact to the customer experience (both internal and external customers) .

This position is remote and the candidate can sit anywhere in the United States. When our new headquarters reopens on Long Island, employees within commuting distance will have the opportunity to schedule workdays in the office.

**What you will do:**

* Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation.

* Deliver effective and timely resolution to a range of customer inquiries.

* Use expert questioning and listening skills to identify, research and resolve customer issues and requests.

* Meet or exceed production standards and customer SLAs (queue and ticket management)

* Document all customer inquiries by opening a ticket, and record subsequent communications.

* Follow established standards with queue and ticket management

* Appropriately escalated based on established SLAs for issues that cannot be resolved and provide thorough information, troubleshooting steps, and additional research needed for Tier 3.

* Provide timely customer updates (both internal and external customers), including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items.

* Support team projects as they may occur to enhance the quality or efficiency of support.

**What you bring:**

* Ability to understand complex data, file formats, billing formats, software and processes. l

* Working knowledge and understanding of data integrations; the concept of the combination of data residing in different sources and providing users with a unified view of these data.

* Proven ability to divide and conquer complex problems and then document and communicate their solutions.

* Strong organizational and time management skills with the ability to adjust to changing priorities.

* Exceptional customer service skills.

* Strong problem solving, analytical and interpersonal skills with the ability to work independently and in a team environment.

* Display flexibility towards work schedule.

**Education/Experience:**

* Associates or Bachelors degree in Computer Science, Information Technology, Healthcare IT or similar preferred.

* 4+ years of technical support experience required (software focused, applications, mobile applications, data integrations).

* 4+ years experience in a customer service role (customer facing communications, call center experience, or similar).

* 3+ years experience in IT/Healthcare preferred.

* General billing and/or accounts receivable experience helpful with direct Medicaid/Medicare billing experience (or troubleshooting) preferred.

* Intermediate level Microsoft Office skills (Word and Excel).

* Excellent organizational, written and verbal communication skills. You must be able to breakdown and convey technical jargon into an understandable explanation from beginner level users to developers in our tickets.

* Please note this is not an IT position, rather a Tier 2 technical support center role which provides contact center support to customers.

**Sandata employees enjoy the following benefits:**

* Medical, dental, and vision coverage

Flexible Spending Account for health and dependent care

Life insurance

401(k) Plan

Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance

Employee Assistance Program

Tuition reimbursement

Paid vacation and holidays

Employee discounts and company perks

**Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet**

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