Customer Support Associate – Residential Care Software

November 19

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MatrixCare

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Healthcare Insurance • SaaS • Enterprise

MatrixCare is a company that provides comprehensive software solutions tailored for home and long-term care providers. Their products aim to enhance operational efficiency, clinical care, and financial performance by offering tools that support aspects such as data analytics, interoperability, regulatory compliance, and customer relationship management. These solutions are designed for various forms of care including home health, hospice, skilled nursing, senior living, life plan communities, and palliative care. Their robust platform helps care organizations optimize revenue cycle management and ensure smooth transitions of care.

501 - 1000 employees

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

📋 Description

• Provide first-tier support to MatrixCare customers, resolving application and technical issues • Use internal tools, training, and resources to identify root causes and deliver effective solutions • Log customer interactions and issues in Salesforce with accuracy and urgency • Perform basic and advanced troubleshooting to replicate and verify reported problems • Escalate issues to Tier 2 analysts as needed, following defined support processes • Contribute to the knowledge base and support documentation • Participate in QA testing, webinars, and mentoring opportunities • Communicate proactively with clients regarding common issues and resolutions • Collaborate with team members to meet goals and celebrate shared success

🎯 Requirements

• Excellent customer service and communication skills (verbal and written) • Strong problem-solving and prioritization abilities • Technical aptitude and willingness to learn • Ability to work effectively in a team environment • Bachelor’s degree or equivalent experience • 1–2 years of experience in a related field • Familiarity with software support methodologies • Experience in the post-acute healthcare industry

🏖️ Benefits

• comprehensive medical, vision, dental, and life • AD&D, short-term and long-term disability insurance • sleep care management • Health Savings Account (HSA) • Flexible Spending Account (FSA) • commuter benefits • 401(k) • Employee Stock Purchase Plan (ESPP) • Employee Assistance Program (EAP) • tuition assistance • fifteen days Paid Time Off (PTO) • 11 paid holidays plus 3 floating days • 14 weeks of primary caregiver leave or 2 weeks of secondary caregiver leave