ChartSwap · 10 hours ago
Customer Service Representative Tier 2
United States
Full-time
Remote
Entry, Mid Level
2+ years expChartSwap is a company that provides advanced product and service support to customers. They are seeking a Tier 2 Customer Service Representative to manage escalated inquiries, collaborate with cross-functional teams, and ensure customer satisfaction through effective problem resolution.
Health CareInformation Technology
Hiring Manager
Carla Garcia
Responsibilities
Efficiently manage and resolve escalated customer inquiries and issues that Tier 1 support cannot resolve, providing timely and effective solutions
Collaborate with cross-functional teams including finance, product, and QA to resolve complex issues
Document detailed solutions and contribute to the internal knowledge base
Provide guidance and mentorship to Tier 1 support representatives
Analyze trends in support requests to identify potential areas for product improvement
Assist customers with advanced utilization of application and related technologies
Ensure timely follow-up and resolution of all assigned support tickets
Maintain accurate records of customer interactions and technical issues
Monitor and manage assigned operational reporting (i.e. Pending payment report, Client specific reporting, in-process verification, etc.)
Engage directly with high-priority clients to ensure their needs are met with urgency, professionalism, and tailored support
Qualification
Required
High school diploma or equivalent; associate or bachelor's degree preferred
2+ years of experience in technical support or customer service role in a SaaS environment
Strong understanding of support systems such as ticketing platforms and CRM tools
Excellent troubleshooting and problem-solving skills
Ability to communicate complex concepts to non-technical users
Experience working with cross-functional teams to resolve issues
Strong documentation and knowledge base contribution skills
Strong Time Management skills to effectively meet benchmarks and SLAs
Preferred
associate or bachelor's degree
Company
ChartSwap
ChartSwap is a fast, simple and secure business-to-business (B2B) Health Information Exchange platform – connecting a rapidly expanding network of requestors and providers.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-04-11Acquired
Leadership Team
Nate Kelly
President
Recent News
2023-04-04
Company data provided by crunchbase