Technical Customer Care Representative

2+ years of technical customer support experience in a SaaS environment
Must be fluent speaking and communicating in English, bilingual in Spanish a plus
Experience supporting customers in a B2B environment strongly preferred
Demonstrated experience in providing high-quality and customer-focused technical support
Strong and professional communication skills, both written and verbal, with the ability to clearly explain complex concepts in a concise and straightforward manner
Strong problem-solving skills and ability to “think on your feet”
Collaborative team player with an empathetic and customer-centric mindset
Ability to remain calm, composed, and articulate when dealing with tough customer situations
A self-starter with a strong sense of ownership who thrives in a fast-paced environment
Ability to work assigned shifts including Saturday or Sunday, if applicable, from our Minneapolis, MN location
Strong organizational skills and attention to detail

Provide 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