Technical Customer Care Representative, bilingual only

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

We’re seeking motivated, bilingual professionals with strong client service and technical skills to join our Customer Care team as Technical Customer Care Representatives in our Miami, FL office.

We’re currently gathering applicants for our next cohort starting January 5th, 2025, and Spanish fluency is required.

Ideal candidates will have experience with the HHAeXchange mobile app or prior experience providing end-user technical software support. As a key member of our team, you’ll bring a proactive, customer-first mindset, strong communication and problem-solving skills, and the ability to diagnose and resolve both technical and user-related issues.

This is a critical, client-facing role supporting our Home Health Agency partners and ensuring they receive exceptional service and technical guidance.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• 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.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• None

Required Education, Experience, Certifications and Skills

• 2+ years of technical customer support experience in a SaaS environment
• Must be fluent speaking and communicating in English and Spanish
• 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 from our Miami, Florida location
• Experience with SMB preferred
• Experience supporting software that offers a freemium platform a plus
• Strong organizational skills and attention to detail

The base wage range for this US-based, full-time, and non-exempt position is $23.00-28.00/per

hour. An employee’s exact starting wage will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values. In addition, Technical Customer Care Representatives are eligible for a shift premium for qualifying hours.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.