Tier Ii Customer Support Representative, Idd

About Sandata Technologies: Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 19 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible.

Why work here: At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

Description: Sandata is seeking a motivated service-oriented team player to join a growing team to help respond, triage, and resolve customer technical support issues within our I/DD team. This role services as the main escalation point for all issues that are found and identified by customers and to ensure timely responses and resolutions to Sandata applications, products, and integrations. The Tier 2 representative is responsible for providing advanced software support to our clients through the courteous, efficient, accurate processing of client issues and requests in a timely and professional manner. Our support specialists assist our clients with browser support, mobile application support, integration support, navigating through client and staff scheduling, plan of care documentation, staff compliance and visit maintenance. This is a customer-facing role that has a direct impact on the customer experience (both internal and external customers).

This position is remote, and the candidate can sit anywhere in the United States.

What you will do:

• Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation.
• Deliver effective and timely resolution to a range of customer inquiries.
• Use expert questioning and listening skills to identify, research and resolve customer issues and requests.
• Meet or exceed production standards and customer SLA's (queue and ticket management)
• Document all customer inquiries by opening a ticket and record subsequent communications.
• Follow established standards with queue and ticket management
• Appropriately escalated based on established SLAs for issues that cannot be resolved and provide thorough information, troubleshooting steps, and additional research needed for Tier 3.
• Provide timely customer updates (both internal and external customers), including direct communication with the customer, to explain the issue and identified resolution. Clearly and concisely address customer questions and follow up items.
• Support team projects as they may occur to enhance the quality or efficiency of support.

What you will bring:

• Ability to understand complex data, file formats, billing formats, software, and processes.
• Working knowledge and understanding of data integrations; the concept of the combination of data residing in different sources and providing users with a unified view of these data.
• Proven ability to "divide and conquer" complex problems and then document and communicate their solutions.
• Strong organizational and time management skills with the ability to adjust to changing priorities.
• Exceptional customer service skills.
• Strong problem solving, analytical and interpersonal skills with the ability to work independently and in a team environment.
• Display flexibility towards work schedule.
• Experience with payroll, medical billing, and accounting a plus.

Education/Experience

• General billing and/or accounts receivable experience helpful with direct Medicaid/Medicare billing experience (or troubleshooting).

• Associates or bachelor's degree in Computer Science, Information Technology, Healthcare IT or similar preferred.
• 4+ years of technical support experience required (software focused, applications, mobile applications, data integrations).
• 4+ years' experience in a customer service role (customer facing communications, call center experience, or similar).

• 3+ years' experience in IT/Healthcare preferred.

• Intermediate level Microsoft Office skills (Word and Excel).
• Excellent organizational, written, and verbal communication skills. You must be able to breakdown and convey technical jargon into an understandable explanation from beginner level users to developers in our tickets.
• Please note this is not an IT position, rather a Tier 2 technical support center role which provides contact center support to customers.

Perks and Benefits:

• Medical, dental, and vision coverage
• Flexible Spending Account for health and dependent care
• Health Savings Account
• BenefitsVIP/Health Advocate
• Company paid Life insurance and STD
• 401(k) Plan
• Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
• Employee Assistance Program
• Tuition reimbursement & paid certification programs
• In-house product training programs
• Catalog of training courses for skills development
• Career Pathing for every department
• Employee Resource Groups (BIPOC, LGBTQ, Women, Military Veterans)
• Paid vacation, sick days, and holidays
• Paid lunch break
• Employee discounts and company perks
• Casual work environment
• Remote work
• Frequent employee events and fun social clubs

Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet