Client Support Representative - Full Time -

Experity, Inc.; Machesney Park (IL); Hybrid; USD 24,000 - 27,000; Full time

Benefits offered by this job

Medical, Dental/Orthodontia, Vision

401(k) with employer match

Paid Time Off (PTO)

Flexible scheduling

Employee Assistance Program

Job summary

Experity, Inc. is hiring for a front-line technical support role. You will assist clients and internal teams via phone, email, and chat, managing requests to successful completion while guiding users through application training and issue resolution.

The ideal candidate has 1 year of customer service experience, strong communication skills, and proficiency with Microsoft Office and Salesforce. Hybrid remote work is available with office visits as needed.

Qualifications

• Minimum 1 year of customer service experience.
• Ability to troubleshoot technical issues and guide users.
• Strong verbal and written communication, with user-friendly explanations.

Responsibilities

• Provide front-line technical support to clients and internal stakeholders via phone, email, and chat.
• Manage client requests and assigned projects to successful completion.
• Assist client/clinical staff/peers with application training and proper use.
• Correctly identify and investigate application issues, research answers, and escalate as needed to meet SLAs.
• Build trusted relationships with clients and internal teams and seek process improvements.
• Utilize CRM (Salesforce) for documentation and ticket resolution/tracking.

Skills

Customer service

Troubleshooting

Communication skills

Time management

Education

High school diploma or equivalent

Tools

Salesforce

Microsoft Office

Case management tool

Job description

About Experity

Experity is a mission-driven team transforming on-demand healthcare across the U.S., empowering urgent care clinics with industry-leading software that makes care faster, easier, and more patient-focused. Joining us means doing meaningful work that directly improves the healthcare experience for millions—from helping families access care quickly to ensuring clinics run smoothly behind the scenes. If you want to make a real impact alongside innovative, dedicated teammates while contributing to a trusted platform that’s becoming the operating system for on-demand care, Experity is the place to grow your career.

Benefits

• Benefits - Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
• Flexibility - Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
• Career Development - Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building - We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.

Compensation

Compensation: Budgeted between $17.50 and $19.50 dependent on years of applicable experience.

Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Location & Hybrid

Hybrid - Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Available Shifts

Monday - Friday - 10:30a - 7p

Responsibilities

• Provide front-line technical support to clients and internal stakeholders via phone, email, and chat.
• Manage client requests and assigned projects to successful completion.
• Assist client/clinical staff/peers with application training and proper use.
• Correctly identify and investigate application issues, research answers to guide clients through corrective steps, and follow escalation processes diligently to support service level agreements.
• Build trusted and reputable working relationships with clients and internal teams.
• Continuously seek opportunities to improve the client experience and support processes.
• Utilize CRM (Salesforce) for documentation, client communication, and ticket resolution/tracking.
• Collaborate with peers and cross-functional teams to resolve complex or escalated issues.
• Troubleshoot user-reported software issues by leveraging documentation, internal tools, and curiosity-driven problem-solving.
• Meet or exceed individual and team performance metrics, including response time, resolution rates, and client satisfaction scores.
• Ability to work into a rotating shift for nights/weekends/holidays as needed, including participation in an on-call schedule.
• Demonstrate ownership of time management and prioritize tasks in a fast-paced, client obsessed environment.
• Other duties as assigned.

Education

• High school diploma or equivalent.

Experience

• One year of customer service experience.

Proficiency

• Proficiency in Microsoft Office (Word, Outlook, Excel, and PowerPoint).
• Possess basic computer skills - including but not limited to computer hardware, software, and operating systems.
• Proficient with troubleshooting common technical issues (e.g., login problems, browser settings, application errors); eager to dig into details and uncover root causes.
• Ability to utilize a case management tool to document and log incidents, solutions, and client interactions.
• Strong verbal and written communication skills with the ability to provide and explain technical concepts, guide and instruct in a user-friendly manner.
• Proven ability to take initiative, work independently, and proactively solve problems using available resources.
• Excellent organizational skills with a focus on accuracy, consistency, and follow-through.

Preferred

• Previous experience in a technical support or help desk role, preferably in healthcare or SaaS.
• Demonstrated proficiency in managing multiple screens and software.

Travel

Travel: Ability to travel as needed.

Core Values

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.

At Experity we're committed to changing on-demand healthcare for the better with innovative advancements that keep patients at the center of the solutions we build and the services we provide. We share that same level of commitment to providing a postive workplace where out team can develop and thrive to become leaders in the healthcare industry. At Experity we lift eachother up and put our teams first, encourage each other to share openly, and work together to set and crush our goals. United by these values, we know where we want to go and how to get there.