Client Technical Support Agent, Healthcare Revenue Cycle (Remote)

As our Client Technical Support Agent, you will deliver software support to clients and respond promptly to both routine and emergency support requests, from clients and team members.

You will have the opportunity to:

• Troubleshoot product and technical issues
• Assess severity and scope of issues, inquiries, and requests.
• Communicate with clients by phone and email
• Log and manage all client-related issues in our Client Relationship Management (CRM) tool (Salesforce)
• Escalate complex issues to technical and product teams with complete and accurate information
• Manage customer and user configurations
• Educate and empower customers to maximize the use of products, tools, and services
• Stay current on all product and service updates
• Monitor system status and communicate issues internally and externally
• Initiate proactive customer communications
• Apply Knowledge-Centered Service (KCS) practices, including maintaining knowledge articles for internal and external use
• Document solutions in reusable articles to support future issue resolution
• Foster relationships between customers and the Experian brand through every interaction.