Client Support Representative at Experity, Inc in Sioux Falls, South Dakota

Job Description:

Experity (formerly DocuTAP) is an industry-leading software and services company focused on urgent care software solutions, we have expertise to help our clients grow, thrive, evolve—and succeed. Every member of our team is encouraged to think and act as an owner.  

Some benefits we offer:

• Quarterly bonuses 


• Fitness reimbursements


• Door Dash lunch (provided once a month)


• Dave Ramsey SmartDollar Financial Wellness Program


• Paid maternity/paternity/adoption benefits


• Paid vacation and 8 paid holidays 


• 401K company match 


• Experity Synthetic Equity Program  


• Medical, dental, vision, life/AD&D, STD, LTD


• Flexible spending/HSA with company contribution

The Client Solutions Representative II is responsible for providing technical and product support to internal and external users by researching issues and responding to questions; troubleshooting problems; ensuring that clinic operations are uninterrupted and application performance is meeting expectations. The Client Solutions Representative work closely with internal partners to ensure clients have accurate and timely issue resolution and adhere to escalation processes diligently to support service level agreements. They are responsible for providing exceptional customer service and building long lasting client relationships. The ideal candidate will be highly motivated and a flexible, self-starter that can work in and respond in a fast-paced environment.  

Shift schedules available: Monday-Friday 9am-5:30pm, 8:30am-5pm, 8am-4:30pm and 9:30am-6pm with a rotating weekend shift every 4-6 weeks

Responsibilities:

• Answer inbound Support calls/emails, and make outbound follow-up calls/emails


• Manage client requests and assigned projects to successful completion


• Assist client/clinical staff/peers with application training and proper use


• Properly identify and investigate application issues, research answers to guide client through corrective steps, following escalation processes diligently to support service level agreements


• Build trusted and reputable working relationships with clients and internal teams


• Drive improved client satisfaction scores 


• Maintain individual and team quality metrics


• Utilize CRM for documentation, client communication, and ticket resolution and tracking


• Escalate issues of increased priority to Client Solutions Specialist and management per procedure and SLAs


• Utilize approved monitoring tools/resources to analyze technical issues


• Encourage workflow improvements and Experity product features to clients 


• Adhere to all company and team-specific processes and procedures


• Ability to work into a rotating shift for nights/weekends/Holidays


• Other duties as assigned

Qualifications:

• Proven ability to communicate well in English both verbally and written


• Excellent organization and time management


• Outstanding customer service and interpersonal skills


• Ability to prioritize multiple tasks, work effectively under stress, meet deadlines, and take direction


• Proficient in Windows based applications, and MS Office software products

Education and Experience:

• High school diploma or equivalent 


• Two years of customer service experience

 Preferred: 

• Software/help desk experience is preferred


• Previous EHR experience preferred

See job description

Salary: