Company Overview

At HHAeXchange, we are committed to making healthcare simple, efficient, and transparent.

Since our founding in 2008, we have been a leader in homecare innovation, helping payers and providers streamline operations, ensure compliance, and enhance patient outcomes.

Today, HHAeXchange stands as the premier homecare management software for the Medicaid LTSS population. With the acquisition of Annkissam, a top provider of enterprise software for self-direction services, we now offer the most comprehensive, end-to-end homecare management solution in the industry.

Our intuitive web-based platform serves as a single source of truth, seamlessly connecting providers, payers, and members to enable unmatched communication, transparency, and visibility.

Essential Job Duties

Provide technical support to customers through various channels (phone, email, chat) with a customer-first approach, ensuring a professional and courteous experience.
Ask discovery questions to analyze customer challenges and determine the most effective solution for a quick and seamless resolution.
Clearly communicate resolution steps, both in technical and non-technical terms, helping customers maximize their use of the HHAeXchange platform while educating them to prevent future issues.
Escalate complex issues, such as bugs, defects, or other technical challenges, to supervisors or support engineers when necessary.
Accurately document all customer interactions in Salesforce Service Cloud.
Collaborate with Quality Assurance to enhance skills and improve customer satisfaction (CSAT) scores.
Maintain punctuality, reliability, and consistent attendance.
Stay up to date with product knowledge, industry trends, and customer needs, earning relevant certifications as required.

Additional Responsibilities

Perform other tasks as assigned by supervisors or leadership.

Travel Requirements

None

Qualifications & Skills

Required:

2+ years of experience in technical customer support within a SaaS environment.
Fluent in English (Spanish proficiency is a plus).
Experience supporting customers in a B2B environment is highly preferred.
Proven ability to provide high-quality, customer-focused technical support.
Excellent communication skills (written and verbal) with the ability to simplify complex concepts.
Strong problem-solving skills and the ability to think quickly under pressure.
Empathetic, customer-centric mindset with a collaborative team spirit.
Ability to stay calm and professional in challenging customer interactions.
Self-motivated, proactive, and able to thrive in a fast-paced environment.
Ability to work assigned shifts, including weekends if required, from our Minneapolis, MN location.

Preferred:

Experience with SMB (Small and Midsize Business) support.
Familiarity with freemium software models.
Strong organizational skills and attention to detail.

APPLY

Technical Customer Care Representative