Client Technical Support Agent - Healthcare Revenue Cycle Remote

About the Role

We are seeking a dedicated Client Technical Support Agent - Healthcare Revenue Cycle Remote to join our team at Experian. In this role, you will be instrumental in delivering exceptional software support to our clients in the healthcare sector. You will respond promptly to both routine and emergency support requests, ensuring that our clients can manage their data effectively during significant life events.

What You'll Do

• Provide software support to clients, addressing both routine and emergency requests.
• Troubleshoot product and technical issues efficiently.
• Assess the severity and scope of issues, inquiries, and requests.
• Communicate effectively with clients via phone and email.
• Log and manage all client-related issues in our Client Relationship Management (CRM) tool (Salesforce).
• Escalate complex issues to technical and product teams with complete and accurate information.
• Manage customer and user configurations to optimize their experience.
• Educate and empower customers to maximize the use of products, tools, and services.
• Stay current on all product and service updates to provide accurate information to clients.
• Monitor system status and communicate issues internally and externally.
• Initiate proactive customer communications to enhance client satisfaction.

Requirements

• 2+ years of experience in technical support or a related field is preferred.
• Experience in Healthcare IT, Healthcare technical support, or Healthcare SaaS industry is a plus.
• Proficiency in Salesforce is beneficial.
• A Bachelor's degree is beneficial, but not required.
• Strong research and reconciliation skills.

Nice to Have

• Experience in customer service within the healthcare sector.
• Knowledge of healthcare revenue cycle processes.

What We Offer

• Great compensation package and bonus plan.
• Core benefits including medical, dental, vision, and matching 401K.
• Flexible work environment with remote and hybrid options.
• Flexible time off including volunteer time off, vacation, sick leave, and 12 paid holidays.