Customer Support Associate II - Enterprise Financials

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MatrixCare

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Information Technology • Long-Term Care EHR • Senior Living Solutions • CRM for Senior Living and Long-term Care • MatrixCare

501 - 1000

Description

• Provide effective phone and email software support to customers reporting problems or requiring coaching • Utilize the Salesforce Service Console to log and document customer cases • Perform basic and advanced troubleshooting to identify/verify underlying cause of customer reported problems • Utilize internal resources to assist in prompt resolution of application and technical issues • Contribute to the maintenance and improvement of the knowledge base • Escalate calls to higher level analysts according to defined support processes • Contribute to the monthly team goals

Requirements

• Excellent customer service skills • Strong technical skills • Excel knowledge • Effective critical thinking and problem-solving abilities • Excellent verbal and written communication skills • Strong listening skills with the ability to empathize • Thrive in a collaborative environment • Self-starter • Bachelor’s degree • APA CPP Certification • Understanding of payroll processes, tax regulations, and compliance requirements • Familiarity with popular payroll and time tracking applications • Knowledge of the senior living healthcare industry

Benefits

• comprehensive medical, vision, dental, and life insurance • AD&D insurance • short-term and long-term disability insurance • sleep care management • Health Savings Account (HSA) • Flexible Spending Account (FSA) • commuter benefits • 401(k) • Employee Stock Purchase Plan (ESPP) • Employee Assistance Program (EAP) • tuition assistance • fifteen days Paid Time Off (PTO) • 11 paid holidays plus 3 floating days • 14 weeks of primary caregiver or two weeks of secondary caregiver leave