Techincal Support Rep (Tier 1)

MediRoutes; United States; Remote; USD 45,000 - 50,000; Full time

Job summary

MediRoutes is seeking a Technical Customer Support Representative for a full-time, remote position. The role involves assisting customers with software issues, requiring strong problem-solving skills and a friendly attitude. Ideal candidates will have some technical support experience and a commitment to quality service.

Qualifications

• 1-2 years of technical support and/or customer service phone experience preferred.
• Technical ability and a computer background required.

Responsibilities

• Assist customers with software issues via calls, emails, and chats.
• Gather information, troubleshoot, and guide customers to resolutions.

Skills

Problem Solving

Communication

Teamwork

Organization

Tools

CRM

Ticketing System

Job description

4 days ago Be among the first 25 applicants

This range is provided by MediRoutes. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$45,000.00/yr - $50,000.00/yr

Technical Support Rep Tier I:

About our company & work environment:

Are you interested in joining the technical support/customer service support team of a profitable and growing AZ tech company? The software company MediRoutes is seeking a dedicated Technical Customer Support Representative for a full-time, entry-level phone position.

This role will be 100% remote but may have some light travel and on-site requirements for quarterly gatherings and our initial training period.

We pride ourselves in having an employee positive work environment. If you join our company, you’ll become a member of a small group of dedicated individuals helping to deliver & support our Non-Emergency Medical Transportation (NEMT) software solution to transportation providers across the Unites States, many of whom know us by name.

Who we’re looking for:

• Do you like solving problems & coming up with solutions?
• Do you enjoy learning new software products and processes?
• Do you like helping people understand how to use software?
• Do you have a friendly, flexible & positive attitude that displays patience and caring in your interactions with people needing assistance?
• Are you conscientious about the quality of your work and do you take pride in your daily tasks?
• Are you looking for a great tech company to be a part of and to grow with?

If the above describes you, we’d very much like to talk to you.

Job Description:

As a technical customer support representative, you are on the front lines of helping MediRoutes customers use and resolve any issues with our software. Our service reputation and client satisfaction will be in your hands. Your daily calls & tickets will vary but your #1 goal will always be to help & take care of our customers in a way that promotes a friendly, caring & positive experience.

In order to thrive in this role:

• You’ll need to be able to adhere to a daily schedule and organize yourself to deal with inbound calls, emails and chats
• You’ll need to continually upgrade your knowledge and skills on the MediRoutes software platforms, through training and self-guided initiative.
• You’ll need to have a way with people that builds rapport, establishes trust, and shines with professionalism
• You’ll need to be good at gathering information, troubleshooting issues and guiding customers towards resolutions to their technical & customer service issues
• Over the phone and in writing, your communication style will need to be clear and easy for our clients to understand and follow
• You’ll need to demonstrate a sense of teamwork on a daily basis. We are a smaller support group and working together well to achieve our goals will be required and expected
• You’ll need to be comfortable working in a metrics-driven call center environment that focuses primarily on quality & call resolution
• You’ll need to partner with and communicate across multiple business units and teams across our company at times to deliver a seamless client experience
• You’ll need to be willing to help identify knowledge gaps in training and existing Knowledge Base (KB) resources; as well as eventually being required to write and edit knowledge base articles on your own as part of your daily tasks

Requirements & Responsibilities:

• Some technical support and customer service experience is required
• Technical ability & a computer background is required
• 1 - 2 years of technical support and/or customer service phone experience is strongly preferred
• Some remote office experience is strongly preferred
• Experience working with a CRM or ticketing system is preferred
• Demonstrated ability to troubleshoot and problem-solve issues
• Good organizational and documentation skills.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

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