Application Support Specialist I

1 month ago


New York, New York, United States FREEDOM CARE , LLC Full time
Job Description

FreedomCare, LLC is seeking a skilled Application Support Specialist I to join our Technology team. As a key member of our team, you will provide exceptional customer service to caregivers using our mobile app, resolving issues and ensuring a seamless experience.

Key Responsibilities:

  • Assist caregivers with mobile app-related issues, delivering one-call resolutions to address and resolve caregiver needs.
  • Manage inbound and outbound calls, emails, and caregiver community communication, proactively updating caregivers on app-related updates.
  • Act as a mobile app subject matter expert, troubleshooting and resolving issues related to clocking in/out, face recognition, and other app-related issues.
  • Answer high-volume mobile app-related calls from caregivers, following up and resolving outstanding mobile app issues.
  • De-escalate situations involving dissatisfied customers, escalating unresolved mobile issues.
  • Maintain excellent customer service, meeting expected metrics, KPIs, and quality service standards on a weekly and monthly basis.

Requirements:

  • Proven customer service skills, demonstrating empathy, active listening, and patience.
  • Strong computer proficiency, leveraging technology to resolve customer issues.
  • Effective communication skills, articulating solutions with step-by-step troubleshooting.
  • Ability to effectively problem-solve and identify the root cause of app issues.
  • Proven ability to provide high-level customer service, including empathy, active listening, and patience.
  • Strong work ethic and ability to take full ownership for all related tasks, activities, decisions, and results.
  • Relevant technical support experience.

Why Work at FreedomCare?

We are committed to providing a best-in-class employee experience, offering competitive compensation, medical benefits, retirement plans, wellness programs, fun company events, and ongoing learning opportunities to grow your career.

We celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based on race, religion, color, national origin, ancestry, age, sex, sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.



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