Remote Application Support Specialist I

Summary

Join our team and make a positive impact on the lives of others! We are looking for an Application Support Specialist I for our Technology team. The position is customer centric and focused on providing quality customer service to Caregivers with mobile app inquiries.

Requirements

• Proven customer service skills that shows caregivers empathy, active listening and patience
• Strong computer proficiency; ability to leverage technology and resolve customer issues
• Effective communication skills with the ability to articulate solutions with step by step troubleshooting
• Ability to effectively problem solve and identify the root cause of App issues
• Proven ability to provide a high level of customer service, including the ability to show empathy, active listening and patience
• Strong work ethic and ability to take full ownership for all related tasks, activities, decisions and results
• Relevant technical support experience

Responsibilities

• Assist caregivers with app related issues by delivering one-call resolutions to address and resolve caregiver needs the first time they call
• Managing inbound calls/outbound calls, email, adoption and caregiver community (proactively communicate with caregivers about updates related to the mobile app)
• Act as mobile app subject matter expert; effectively troubleshooting and resolving issues related to clocking in/out, face recognition, troubleshooting, etc
• Answering high-volume mobile app related calls from caregivers; follow up and resolve outstanding mobile app issues
• De-escalate situations involving dissatisfied customers; escalate unresolved mobile issues
• Maintain excellent customer service by meeting expected metrics, KPIs and quality service standards on a weekly and monthly basis

Benefits

• Competitive compensation
• Medical benefits
• Retirement plans
• Wellness programs