Customer Care Specialist

2 weeks ago

Port Washington, New York, United States Sandata Technologies Full time
About the Role

Sandata Technologies is seeking a skilled Customer Care Tier II Specialist to join our growing team. As a key member of our support center, you will be responsible for providing advanced software support to our clients, ensuring timely responses and resolutions to Sandata applications, products, and integrations.

Key Responsibilities
  • Investigate, reproduce, and define issues based on 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 escalate 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.
Requirements
  • Ability to understand complex data, file formats, billing formats, software, and processes.
  • 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.
What We Offer
  • 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.
About Sandata Technologies

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. We are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative, fostering a work culture where we celebrate, respect, and appreciate our unique diverse stories.

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