Technical Issue Resolution Specialist

Job Summary

We are seeking a bright, motivated Issue Resolution Specialist to join our team. This is an exciting opportunity to use your communication and organization skills to help healthcare stakeholders stay engaged with their patients. We are looking for enthusiastic individuals, who are highly motivated and self-starting, to interact with healthcare clients and their patients to ensure ultimate customer satisfaction. The successful candidates for this role will be highly organized and able to work well in a fast-paced, team-oriented environment, have excellent communication skills and well-trained in our product suite to offer quick and accurate assistance to our members.

Primary responsibilities include:
 

• Managing and resolving incoming calls and emails about CareSense tools and products; specifically starting with our ticketing system for patient and end user support
• Investigating and escalating tickets as needed. Including software bugs, access issues, and user questions 
• Keeping records for patient/end-user interactions, client accounts and other items through use of CRM tools
• Following communication procedures, guidelines and policies
• Creating email templates to efficiently reduce response time for incoming emails/calls and follow-up after patient/end-user phone calls

Skills you’ll bring:
 

• Minimum 0-2 years of experience in a customer service role, preferably in the healthcare or technology fields
• Excellent written and verbal communication skills, including strong phone contact handling skills and active listening 
• Exceptional attention to detail and strong organizational skills
• Motivated and self-driven with great time management skills and a proven ability to deliver high-quality work
• Enjoys working as part of a team but great at managing independent work.
• Proficient with technology; Apple, Android, Google, iPad, as well as different types of computer software
• Helpdesk experience
• Familiarity with CRM systems and practices; experience with FreshDesk preferred, but not required
• Interest in advancing at a growing company
• Must be a US Citizen or US Permanent Resident authorized to work without sponsorship

Studies show that women and underrepresented groups tend to apply to jobs only if they meet every qualification. If this job sounds exciting to you, but you don’t check every box, we encourage you to apply! Someone on our team reads through each and every application because we know how much time and energy it takes to tell your story. We look forward to reading yours!
 

CareSense is dedicated to creating a positive work environment for all of our employees. As a fully remote workplace, we value flexible hours and understand that you might be juggling responsibilities at home. We provide opportunities for professional growth, through educational enrichment and mentorship. We support employee well-being through team-building activities, employee resource groups, wellness breaks,  social hours, and generous paid time off.  All of our employees are eligible for a low-deductible health insurance plan with no probationary period, as well as dental insurance, accident insurance, and a retirement account with up to 3% company match.

*You may also hear us referred to as MedTrak, Inc.