Tier 1 Technical Customer Support Representative - MEDIROUTES

About our company & work environment: 

Are you interested in joining the technical support/customer service support team of a profitable and growing AZ tech company?  The software company MediRoutes is seeking a dedicated Tier 1 Technical Customer Support Representative for a full-time, entry-level phone position.  

This role will be 100% remote but may have some light travel and on-site requirements for quarterly gatherings and our initial training period.   

We pride ourselves on having a positive work environment for our employees. If you join our company, you’ll join a small group of dedicated individuals who help deliver and support our Non-Emergency Medical Transportation (NEMT) software solution to transportation providers across the United States. Many of these providers know us personally by name. 

Who we’re looking for: 

Do you like solving problems & coming up with solutions?   

Do you enjoy learning new software products and processes? 

Do you like helping people understand how to use software? 

Do you have a friendly, flexible & positive attitude that displays patience and caring in your interactions with people needing assistance? 

Are you conscientious about the quality of your work and do you take pride in your daily tasks? 

Are you looking for a great tech company to be a part of and to grow with?   

If the above describes you, we’d very much like to talk to you.  

Job Description: 

As a technical customer support representative, you are on the front lines of helping MediRoutes customers use and resolve any issues with our software.  Our service reputation and client satisfaction will be in your hands. Your daily calls & tickets will vary but your #1 goal will always be to help & take care of our customers in a way that promotes a friendly, caring & positive experience.   

To thrive in this role: 

You’ll need to be able to adhere to a daily schedule and organize yourself to deal with inbound calls, emails and chats 

You’ll need to continually upgrade your knowledge and skills on the MediRoutes software platforms, through training and self-guided initiative. 

You’ll need to have a way with people that builds rapport, establishes trust, and shines with professionalism 

You’ll need to be good at gathering information, troubleshooting issues and guiding customers toward resolutions to their technical & customer service issues 

Over the phone and in writing, your communication style will need to be clear and easy for our clients to understand and follow 

You’ll need to demonstrate a sense of teamwork daily. We are a smaller support group and working together well to achieve our goals will be required and expected 

You’ll need to be comfortable working in a metrics-driven call center environment that focuses primarily on quality & call resolution 

You’ll need to partner with and communicate across multiple business units and teams across our company at times to deliver a seamless client experience 

You’ll need to be willing to help identify knowledge gaps in training and existing Knowledge Base (KB) resources as well as being eventually being required to write and edit knowledge base articles on your own as part of your daily tasks 

Requirements & Responsibilities: 

Some technical support and customer service experience is required 

Technical ability & a computer background is required 

1 - 2 years of technical support or customer service phone experience is strongly preferred  

Some remote office experience is strongly preferred 

Experience working with a CRM or ticketing system is preferred 

Demonstrated ability to troubleshoot and problem-solve issues 

Good organizational and documentation skills.