Customer Care Representative

Our software solution enables Veterans Affairs hospital executives and managers to plan resources more accurately, manage finances more efficiently, and direct operations more effectively, leading to better long-term results and care. Hospital systems face massive challenges in aligning and managing the staff, workload, and financial resources that support patients’ health and wellness. When hospitals can’t effectively manage resources, it affects important key drivers such as access and quality. It’s time to shift the traditional way of thinking and embrace an innovative solution. Our tool optimizes our clients’ staff, resources, cost, and effort. It is dedicated to fostering excellence and innovation in planning and administration. This position acts as a liaison, provides product information, responds efficiently to customer inquiries, maintains high customer satisfaction, and resolves any emerging problems that our clients might face with accuracy.

Responsibilities:

• Provide day to day triaging and assignment of support tickets
• Analyze, validate, and respond to Tier 1 client queries, issues, or requests in a timely and accurate manner via e-mail, ticket system, phone, and virtual meetings
• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up and resolution
• Analyze and report product malfunctions
• Validate resolutions prior to informing client of status
• Become an expert and champion of the 4Cast product
• Document current and new processes as part of help desk operations manual
• Document “standard” responses to commonly asked questions regarding 4Cast
• Document current and new processes as part of help desk operations manual
• Gather and share customer feedback and feature requests with the Director of Product Development and Delivery

AL, AZ, AR, CA, CO, CT, DE, DC, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, PR, RI, SC, SD, TN, TX, UT, VT, VI, VA, WA, WV, WI, WY

NO Security Clearance

Qualifications:

• Patiently, empathetically, and passionately communicating with clients
• Identifying and assessing customers’ needs to achieve satisfaction
• Improving the overall customer experience and fostering loyalty
• Confidently troubleshooting and investigating issues, both non-technical and technical
• Empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
• Willing to roll up your sleeves and help out other team members when needed, which may be outside of your job description
• 2+ years of experience as a Help Desk Consultant or similar role
• Experience working with a customer support team for web-based applications
• Excellent communication and problem-solving skills
• Ability to multi-task, prioritize, and manage time effectively
• Experience using help desk software and remote support tools
• Experience using various management tools such as Microsoft Office, Microsoft SharePoint, or similar platforms