Customer Support / Client Technical Product Support - Experian Health - HL7 desired, REMOTE role

At Experian Health, our employees have the opportunity to shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

 

We’re seeking an energetic, outgoing, and entrepreneurial professional who isn’t afraid to be on the front lines of a fast paced support department and to partner with the rest of our team to drive remarkable client experiences. Interested candidates must demonstrate a history of learning on the job, creative drive, and expanding responsibilities. 

• Provide a professional, remarkable best-in-class customer experience that wows our users and facilitates increased customer loyalty.
  • Build relationships with clients to drive continual success and improvement.
  • This includes always addressing issues quickly, maintaining high levels of communication and being proactive about resolving concerns and adding value to each interaction.
  • Ensure on-time problem resolution and consistently high levels of customer satisfaction.
• Be a proactive team member for using, maintaining, and improving the entire support process.
  • Triage all incoming support tickets (phone, chat, email); resolving tickets on your own when possible, seeking out help to resolve tickets when needed or reassigning tickets to others when necessary.
  • Provide level 1 and 2 support for all external and internal users.
  • Ensure the proper execution of the support process and resolution of tickets within the proscribed guidelines.
  • Strategizing support, product and company process and report improvements and working with team members to implements and automate them. Continuously improve team procedures and materials.
  • Conduct outgoing proactive support calls as needed to provide an improved customer experience
• Own data reporting and analysis.
  • Continually measure and account for service level performance and regularly report key metrics to management. Own the preparation and submission of regular reports to executive management.
  • Identify customer support trends and areas for focus and/or improvement by analyzing available data.
• Quickly gain and then maintain an ongoing and expert knowledge of our solutions, internal systems, and business processes.
  • Work closely with all internal departments to always be up to date with new features and/or procedures
  • Work with management to establish a solid support department, including a plan for growing the team when the time comes.
• Own internal support processes
  • Own the established internal process for all new employees to complete, including online forms and scheduling appropriate trainings
  • Own, build-out, maintain, and improve our internal certification program
  • Become an expert and power user on our data collection and survey tools to provide internal support

• 3 – 6+ years of software customer support or similar experience.
• Experience building and scaling customer support operations, particularly in a fast-paced tech environment
• Comfortable communicatiing on inbound or outbound calls, or in person. Able to deal professionally and calmly with all customers.
• Strong troubleshooting and problem-solving skills, including a broad technical curiosity and proven technical understanding that translates into an ability to efficiently investigate issues and find root causes.
• Demonstrated relationship-building skills
• Proven work ethic, drive and determination. Dedication to your work and results; to getting it done and doing it right.
• Working knowledge of customer service software, survey tools, CRM systems, databases and tools desired. Ability to grasp new concepts and tools; to learn and get up-to-speed quickly.
• Salesforce experience desired.
• Must have excellent communication, client facing and interpersonal skills with strong attention to detail.
• Excellent verbal and written communication skills
• Bilingual in Spanish is a plus
• Must be proactive about communication and resolving issues to exceed expectations.
• Habit and ability to bring solutions or recommendations, rather than problems, to the project or situation.
• Basic proficiency in Microsoft Office
• Experience working with HL7 is preferred
• BS in business- or healthcare-related fields preferred, but not required
• Willing/able to accommodate on call evenings and weekends
• Willing/able to work overtime as needed
• Willing/able to accommodate travel as needed, though regular travel is not expected

Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner. The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.
EOE including Disability/Veterans.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.