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Technical Support Representative
hace 4 semanas
**About the Role**:
Integrations is a primary focus at Tebra and the Technical Operations team holds a key role in activating, maintaining the health of our integrated practices through troubleshooting, and offboarding. When a practice has its online schedule integrated with an EMR/EHR/PMS, it improves key performance indicators, decreases churn, increases their average lifetime value, and provides enhanced benefits for the patients that find them online. The Technical Operations team supports internal and external teams through a deep understanding of the integration logic - this is necessary to troubleshoot and provide solutions for both the practices and the company.
**Your Area of Focus**:
- Periodically, activating or offboarding integrated accounts
- Periodically dispatching surveys manually.
- Respond to and resolve technical cases throughout various stages of the customer lifecycle within 5 days or less
- Reduce the risk of churn by owning the customer's problems, troubleshooting on the fly, and working through issues with the practice
- Obtain examples of what is not functioning properly and investigate
- Document integration-related processes, FAQs and departmental training guides
- Log all information in Salesforce
- Document what configurations were adjusted on every call so that future CS employees can see what has been changed and when
- Support internal and external teams with technical integration issues and/or questions
- Use your curiosity to figure out what specifically is going on and how you can get things worked out
- Solve problems while being cautious of the repercussions that can come from making changes to live integrations
- Become proficient in explaining and teaching technical processes in a non-technical way
- Work directly with an office manager, doctor, or marketing contact who may not be familiar with the technical aspects of our product and services
- Understand various types of integrations and workflows that are specific to each practice by asking open-ended questions about what the practice is experiencing and what their expected result is
- Uncover which integrations Tebra supports and make suggestions that compliment both the practice and PatientPop solution
- Provide appropriate customer feedback to internal teams
- Provide product specific feedback and suggestions to our engineering and product teams
- Share and instruct best practices so that internal customer-facing teams develop an understanding of how a practice should be using their integrations
- Partner and liaise with the Engineering department on advanced and escalated integration cases
- Work on completing various high-level investigation cases at a time
- Take ownership of every case and reach out every 2-3 days to ensure you're providing the support they need
- Focus on resolving cases to the customers' satisfaction
- Receive 90% or higher on the customer feedback survey and a 4.8+ CSAT score
**Your Professional Qualifications**:
- Salesforce, Jira/Confluence
- SQL knowledge
- Knowledge/Experience with various EMRs, EHRs, or Practice Management Systems
- 1-2 years of customer facing experience, preferably in SaaS or Tech
**About Tebra**:
Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra.
Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we're building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.
**Our Values**:
**Start with the Customer**:
We get to know our customers - and their patients - and look at the world through their lens.
**Keep It Simple**:
Healthcare is too complex. We aim to simplify it for everyone.
**Stay Entrepreneurial**:
We reject the status quo and solve problems with creativity, perseverance, and a bias to action.
**Better Together**:
We are diverse, humble, and collaborative. We put the team first and win together.
**Celebrate Success**:
Life is short and joy is underrated. We take time to have fun and celebrate success.
**Perks & Benefits**:
To assist with all of life's needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.
**#LI-EH1 #LI-Hybrid**
- Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability statu
