Customer Experience Specialist

28 Days Old

Job Description

Job Description
Description:

As a Customer Experience Specialist, you are the front line of our customer experience. We expect you to respond promptly and professionally to customer inquiries, troubleshoot technical issues with accuracy, and provide clear, empathetic communication at every touchpoint. You should be solution-oriented, patient, and committed to turning every interaction into a positive experience. Strong organizational skills, attention to detail, and a passion for helping others are essential to your success in this role.


Key Responsibilities

Customer Support & Issue Resolution

  • Provide support via phone, email, chat, and remote tools, resolving user inquiries related to system functionality, data integrity, and workflow.
  • Troubleshoot technical and user issues, escalating complex items to development or technical teams when necessary.
  • Maintain a understanding of Residex functionality and apply that knowledge to deliver effective and timely solutions.
  • Educate users on system updates, new features, and best practices.
  • Maintain documentation for issues and resolutions related to Residex.

Quality Assurance & Software Testing

  • Conduct testing of new features, reports, and modules to ensure system reliability and accuracy.
  • Document bugs, inconsistencies, and usability issues clearly and effectively for the development team.

Product & Process Improvement

  • Act as the voice of the customer by providing insights and feedback to internal teams on user needs, software limitations, and enhancement opportunities.
  • Participate in product roadmap discussions and suggest solutions to align the software more closely with industry workflows.

Other Duties

  • Participate in on-call rotations, including occasional after-hours support on a scheduled basis.
  • Perform other projects and responsibilities as assigned by the Director of Customer Experience.
Requirements:

Required

  • Strong verbal and written communication skills with a high level of professionalism
  • Proven ability to work independently in a fully remote setting
  • Strong organizational and time management skills

Preferred

  • Proficiency with Microsoft 365 (Outlook, Excel, Teams, Word, etc.)
  • Experience supporting EHR, EMR, or healthcare-related software platforms
  • Familiarity with the Assisted Living, Group Home, 245D, or Adult Day Services industries
  • Knowledge of remote support tools and screen sharing applications
Apply
Location:
Greenwood Village
Category:
Business

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