Technical Customer Care Representative (SaaS)

TL;DR

Technical Customer Care Representative (SaaS): Providing technical assistance to B2B customers for a homecare technology platform with an accent on issue diagnosis and customer education. Focus on resolving complex software challenges via multiple channels and improving the overall customer experience.

Location: On-site in Minneapolis, MN. Must be based in or be able to work from the Minneapolis office.

Salary: $23.00–$28.00 per hour

Company

HHAeXchange is a leading technology platform for home and community-based care, providing an end-to-end ecosystem that connects patients, providers, managed care organizations, and states.

What you will do

• Provide professional technical assistance to customers via phone, email, and chat.
• Analyze customer challenges through discovery questions to determine the best resolution path.
• Educate customers on maximizing platform usage and promote self-service methodologies.
• Escalate identified bugs, defects, or complex issues to supervisors and technical support engineers.
• Maintain detailed documentation of all customer interactions in Salesforce Service Cloud.

Requirements

• 2+ years of technical customer support experience in a SaaS environment.
• Fluency in English is required; bilingual skills in Spanish are a significant plus.
• Experience supporting customers in a B2B environment.
• Ability to work assigned shifts, including Saturdays or Sundays, from the Minneapolis, MN location.
• Strong problem-solving skills and the ability to remain composed during difficult customer interactions.

Nice to have

• Experience working with SMB clients.
• Experience supporting software with a freemium platform.
• Prior experience with the HHAeXchange mobile app or end-user technical software support.

Culture & Benefits

• Competitive health plans and company-paid holidays.
• Paid time-off.
• 401K retirement program with a company match.
• Shift premiums for qualifying hours.