Technical Customer Care Representative (SaaS)

Location: On-site in Minneapolis, Minnesota; assigned shifts may include Saturday or Sunday. No travel required.

Salary: $24.00–$28.00 per hour, plus a shift premium for qualifying hours.

Company

HHAeXchange provides a SaaS platform connecting patients, personal care providers, managed care organizations, and states in the home and community-based care sector.

What you will do

• Provide courteous technical assistance to customers by phone, email, and chat.
• Ask discovery questions to diagnose technical and user issues and identify effective resolutions.
• Explain technical solutions in clear, non-technical language and educate customers on platform usage and self-service options.
• Escalate bugs, defects, and complex issues to supervisors and technical support engineers.
• Document customer interactions in Salesforce Service Cloud.
• Work with Quality Assurance to improve support skills and customer satisfaction scores.

Requirements

• At least 2 years of technical customer support experience in a SaaS environment.
• Fluent spoken and written English required.
• Previous experience with the HHAeXchange mobile app or end-user technical software support required.
• Strong written and verbal communication, problem-solving, organization, and attention to detail.
• Ability to remain calm with challenging customers and work collaboratively in a fast-paced environment.
• Ability to work assigned shifts from the Minneapolis, Minnesota office, including weekends when applicable.

Nice to have

• Spanish bilingual communication skills.
• B2B customer support experience.
• Experience supporting SMB customers or freemium software platforms.

Culture & Benefits

• Benefits-eligible full-time position.
• Health plans and paid time off.
• Company-paid holidays.
• 401(k) retirement program with a company-elected match.
• Additional company-sponsored programs.