Bilingual Technical Customer Care Representative - HOMELAND LLC

Job Summary

Homeland has partnered with a global force in healthcare technology, who is seeking a Technical Customer Care Representative to join their team of 700+ members who are revolutionizing healthcare! If you have a knack for technology, paired with a heart for service, we are scouting dynamic individuals with hands-on experience in technical software support! Dive into a pivotal role where proactive problem-solving meets top-tier communication. Help their Home Health Agency clients shine by diagnosing and resolving both technical and user challenges.

As an integral part of the team, you will demonstrate proactivity, initiative, outstanding communication abilities, and a dedicated customer-centric approach. Additionally, you will possess the ability to identify the root causes of technical and user-related issues for both our new and existing clients.

Responsibilities

• Offer technical support to customers across various channels: phone, email, and chat, prioritizing an exceptional customer experience
• Engage in discovery questions to deeply understand customer challenges and craft swift, effective solutions
• Clearly communicate resolutions, both in tech-speak and everyday language, to optimize the customer's use of our clients’ platform
• Provide feedback to reduce repeat queries and promote self-help tools
• Escalate complex issues, bugs, or defects to higher tiers or technical teams when needed
• Log all customer interactions meticulously in Salesforce Service Cloud
• Collaborate with Quality Assurance to enhance skills and boost personal CSAT ratings
• Display punctuality, reliability, and maintain consistent attendance
• Stay updated with all product offerings and industry knowledge

Requirements

• At least 2 years of experience in technical customer support, preferably within a SaaS environment
• Must be fluent in speaking and communicating in English, bilingual in Spanish a plus
• Prior experience supporting B2B customers is a strong advantage
• Proven ability to deliver exceptional, customer-focused technical support
• Excellent communication skills, both written and verbal
• Strong problem-solving abilities and quick thinking
• A collaborative team player with a customer-first mindset and empathetic approach
• Ability to remain calm, composed, and clear in challenging or high-pressure situations
• Self-motivated with a strong sense of ownership and adaptability to fast-paced environments
• Experience working with SMB clients is a plus
• Familiarity with software that includes a freemium model is preferred
• Strong organizational skills and attention to detail

Benefits

Employees are offered a generous benefit package which includes Medical, Dental, Vision, 401K, Disability, HSA, PTO and more!

Summary

Apply today!

EEO Notice

Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.