Bilingual Technical Customer Care Representative

Job SummaryHomeland has partnered with a global force in healthcare technology, who is seeking a Bilingual Technical Customer Care Representative to join their team of 700+ members who are revolutionizing healthcare! If you have a knack for technology, paired with a heart for service, we are scouting dynamic individuals with hands-on experience in technical software support! Dive into a pivotal role where proactive problem-solving meets top-tier communication. Help their Home Health Agency clients shine by diagnosing and resolving both technical and user challenges.As an integral part of the team, you will demonstrate proactivity, initiative, outstanding communication abilities, and a dedicated customer-centric approach. Additionally, you will possess the ability to identify the root causes of technical and user-related issues for both our new and existing clients.ResponsibilitiesOffer technical support to customers across various channels: phone, email, and chat, prioritizing an exceptional customer experienceEngage in discovery questions to deeply understand customer challenges and craft swift, effective solutionsClearly communicate resolutions, both in tech-speak and everyday language, to optimize the customer's use of our clients' platformProvide feedback to reduce repeat queries and promote self-help toolsEscalate complex issues, bugs, or defects to higher tiers or technical teams when neededLog all customer interactions meticulously in Salesforce Service CloudCollaborate with Quality Assurance to enhance skills and boost personal CSAT ratingsDisplay punctuality, reliability, and maintain consistent attendanceStay updated with all product offerings and industry knowledgeRequirementsMust be fluent in speaking and communicating in English and SpanishAt least 2 years of experience in technical customer support, preferably within a SaaS environmentPrior experience supporting B2B customers is a strong advantageProven ability to deliver exceptional, customer-focused technical supportExcellent communication skills, both written and verbalStrong problem-solving abilities and quick thinkingA collaborative team player with a customer-first mindset and empathetic approachAbility to remain calm, composed, and clear in challenging or high-pressure situationsSelf-motivated with a strong sense of ownership and adaptability to fast-paced environmentsExperience working with SMB clients is a plusFamiliarity with software that includes a freemium model is preferredStrong organizational skills and attention to detailBenefitsEmployees are offered a generous benefit package which includes Medical, Dental, Vision, 401K, Disability, HSA, PTO and more!SummaryApply today!EEO NoticeHomeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Created: 2025-03-03