Technical Support Representative II (Hybrid Remote)

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Posted 13 days ago United States Salary undisclosed
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Job Description

Do you have a passion for helping people? Are you intrinsically rewarded by solving complex issues and making a customer's day better? Do you thrive in a fast-paced environment where every day brings new challenges? Do you have troubleshooting skills, an "I'll find a way to get it done" attitude, and are resourceful enough to think through multi-layered systems all the while maintaining your composure and managing your time?

If you answered yes to all of these questions, then a Technical Support Representative role at Relatient is right for you!

Relatient is a leading provider of integrated messaging solutions for practices, hospitals and health care systems. We take a patient-centered approach to engagement, utilizing the power of real-time clinical data to deliver timely messages between patients and their care providers.

Ranked as Klas Category Leader in Patient Outreach, named one of Deloitte's Technology Fast 500 (three years in a row) and a 2019 Red Herring Top 100 winner, Relatient is changing the way healthcare providers engage with their patients.

Job Role

As a Technical Support Representative, you will be responsible for acting as a liaison between customers and Interface, Development, Billing/Accounting, Sales, and On-Boarding department(s). You will assist with complaints, add-on orders/adjustments, technical errors, phone transfer requests to other departments, web portal functionality, case management, Web Portal training, and customer satisfaction.

  • Enhance overall Relatient customer experience
  • Resolve customer complaints via phone, email, and/or support cases
  • Submit and assign support cases
  • Monitor support portal and keep customer updated on status of case(s)
  • Update customer information such as addresses and phone numbers
  • Properly prioritize customer requests
  • Guide customer with solutions when issue appears to be user error/lack of knowledge
  • Utilize computer technology to handle high call/support ticket volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call /email records in support portal
  • Transfer customers to appropriate department(s)
  • Inform support team when issue(s) are high priority
  • Basic research of issues before assigning case(s)
  • Web Portal training/support
  • Customer Notification of Case Resolution(s)


Requirements

  • Bachelors degree, or equivalent experience, preferred, but not required if has experience in related field
  • 3+ years experience in a Customer Support role, preferably in a technical support role.

Skills and Qualifications
  • Customer Service
  • Product Knowledge
  • Quality Focus
  • Problem Solving
  • Documentation Skills
  • Listening
  • Phone Skills
  • Resolving Conflict
  • Analyzing Information
  • Multi-tasking
  • Technical Skills
  • Problem-solving Skills
  • Troubleshooting Skills


About Relatient

Relatient, Inc., the 2020 KLAS Category Leader in Patient Outreach, is a SaaS-based patient engagement company that utilizes a mobile-first approach to improving patient and provider communication. On behalf of U.S. medical practices and health systems, Relatient engaged patients with more than 200 million messages in 2020 with their digital platform that integrates with over 85 practice management systems and electronic health databases. Relatient's patient messaging, self-scheduling, digital registration and billing solutions drive operational efficiency, new appointments and reviews, reduce no-shows, speed patient payments, and improve patient satisfaction, all while supporting health and care quality initiatives. For more information, visit .

Our team consists of smart, driven, and creative people who are motivated to impact the way in which healthcare providers engage with their patients. Our platform takes a patient-centered approach to engagement, utilizing the power of real-time clinical data to deliver timely messages between patients and their care providers.

What We Offer
  • Base salary plus incentives
  • Medical, dental, and vision insurance
  • Employer HSA match contribution
  • Employer paid Life Insurance
  • 100% employer paid long-term disability insurance
  • 401k
  • Generous PTO policy plus 10 paid holidays
  • Complimentary perks such as an annual employee awards banquet, holiday parties, monthly lunches, bottomless snacks and coffee
  • Casual culture with approachable leadership
  • Great office environments located in historic Franklin, TN and beautiful Cookeville, TN.

Learn more about our company at relatient.net

Relatient is an equal employment opportunity employer.