Product Support -Technical Coach & Employee Advisor Member at Tebra. SCRUM student - System Engineering - Business Management.
Technical Support Representative Heredia, Heredia, Costa Rica Call Center Operations Job Type:Full-time Job Description: Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging. 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 Focus on resolving cases to the customers’ satisfaction Receive 90% or higher on the customer feedback survey and a 4.8+ CSAT score
