Client Support Representative - Full Time - Hybrid

Experity is the leading software and services company for on-demand healthcare in the U.S. They are seeking a Client Support Representative to provide technical support to clients and internal stakeholders, manage client requests, and assist with application training. The role emphasizes building relationships, improving client experiences, and meeting performance metrics.ResponsibilitiesProvide front-line technical support to clients and internal stakeholders via phone, email, and chatManage client requests and assigned projects to successful completionAssist client/clinical staff/peers with application training and proper useCorrectly identify and investigate application issues, research answers to guide clients through corrective steps, and follow escalation processes diligently to support service level agreementsBuild trusted and reputable working relationships with clients and internal teamsContinuously seek opportunities to improve the client experience and support processesUtilize CRM (Salesforce) for documentation, client communication, and ticket resolution/trackingCollaborate with peers and cross-functional teams to resolve complex or escalated issuesTroubleshoot user-reported software issues by leveraging documentation, internal tools, and curiosity-driven problem-solvingMeet or exceed individual and team performance metrics, including response time, resolution rates, and client satisfaction scoresAbility to work into a rotating shift for nights/weekends/holidays as needed, including participation in an on-call scheduleDemonstrate ownership of time management and prioritize tasks in a fast-paced, client-obsessed environmentOther duties as assignedSkillsHigh school diploma or equivalentExperience in a medical office setting and/or experience with an Electronic Medical Record preferredPossess basic computer skills - including but not limited to computer hardware, software, and operating systemsProficient with troubleshooting common technical issues (e.g., login problems, browser settings, application errors); eager to dig into details and uncover root causesAbility to utilize a case management tool to document and log incidents, solutions, and client interactionsStrong verbal and written communication skills with the ability to provide and explain technical concepts, guide and instruct in a user-friendly mannerProven ability to take initiative, work independently, and proactively solve problems using available resourcesExcellent organizational skills with a focus on accuracy, consistency, and follow-throughBenefitsComprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.Company OverviewExperity is the combination of DocuTAP and Practice Velocity and provides technology solutions. It was founded in 2019, and is headquartered in Machesney Park, Illinois, USA, with a workforce of 501-1000 employees. Its website is https://www.experityhealth.com.Company H1B SponsorshipExperity has a track record of offering H1B sponsorships, with 2 in 2025, 4 in 2024, 3 in 2023, 5 in 2022, 4 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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