Technical Support Coordinator, Integrations

hace 6 horas


Heredia, Costa Rica Tebra A tiempo completo

**About the Role**:
We are looking for an entry-level Technical Support Coordinator, or someone with a proven track record of providing exceptional customer service (preferably in a SaaS), ready to step into the exciting world of Customer Integrations.
Tech Support Coordinators also work alongside the Activations team to ensure the quality assurance of newly integrated accounts, directly with practices to complete add-on or walkthrough training requests post activation, and with the Tech Ops team to escalate tier 1 cases, as well as Customer Success & Implementation Managers to verify the success of an integrated platform.
As a member of Technical Services, this role will work closely with our customer-facing integrations teams.
The Integration-Activations team serves as the primary point of contact for enabling an integration between PatientPop and the practice's EMR/PMS/Scheduling System.
The team handles new activation requests, trains practices on how to manage their newly integrated workflow.
Our Tech Ops team is responsible for all integration-related troubleshooting post activation.
Tech Ops also works closely with R&D for troubleshooting assistance, capturing feature requests and feedback for future enhancements, owning customer-facing communication throughout the troubleshooting process, and works with Product to build new Integrations.
Both teams work closely with practices to gain a deep understanding of their workflows and enable the integrated features of our platform by overcoming objections and obstacles without sacrificing customer satisfaction.
**Your Area of Focus**:

- Train newly integrated practices on their new scheduling workflow and/or reputation platform
- Provide user feedback to upper management to enhance the customer experience, as well as, improve the integration product
- Monitor reactive caseload for all Tier 1 Integration support, integration walkthroughs, integration inquiries for adding additional providers/locations, and post-activation troubleshooting not requiring a Technical Support representative's assistance
- Cultivate a deep & continuous understanding of PatientPop's Integration product to serve as a Subject Matter Expert to customers and internal teams alike.
Cultivate a deep & continuous understanding of Tebra's manual Integration product to serve as a Subject Matter Expert to internal teams
- Assist in achieving Time-to-Resolve quarterly metrics
- Maintain a CSAT of 4.8 or higher and provide exceptional customer experience - proactively identifying solutions to problems and resolutions to roadblocks
- Follow best practices to configure accounts based on integration-specific requirements
- Manage multiple projects simultaneously while maintaining strict attention to detail

**Your Professional Qualifications**:

- 1-3 year(s) experience in a customer-facing position (preferably in a technical support environment)
- Proficient degree of technical aptitude
- Proven track record of meeting quotas
- Superb critical thinking skills
- Outstanding verbal and written communications skills
- A desire to learn more about how US healthcare practices are using technology to improve their day-to-day operations
- Enthusiasm for helping customers solve problems in real-time
- Ability to work with mínimal supervision
- Flexibility to work with customers across a variety of time zones
- Experience working in multiple healthcare Scheduling Systems/EMRs/PMS
- Experience with Salesforce - navigating through Cases, Opportunities, Accounts, & Assets
- 1-2 years of experience working in the US Healthcare industry

**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.



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