Job description

Customer Experience Representative - Support

Work Location: This is a hybrid remote position near Round Rock, TX, Southwest FL, Northern NJ, or the Chattanooga TN areas.

Who we are:

eDist is a well-established and self-funded growth technology company who is a leader in AI Speech Automation Solutions in USA and Canada. We are looking to hire for a Customer Experience Representative - Support position to empower the Client experience. If you are interested in joining a truly agile team that collaborates to provide the best Client Experience by providing positive feedback to multiple peers while developing the best possible solutions, eDist is a perfect place to grow your career.

Our Customer Experience Representative will drive our company's Reseller and End User Client satisfaction and help us maintain our CSAT of over 97% by being passionate about helping Clients save time and improve their business and/or personal lives. They have fun but know when to get serious. An eDist Customer Experience Representative will play an integral role in the rapidly growing healthcare, legal, and voice solutions marketplace with administrative, technical, and Client-related services. They also are looking to advance and grow within the organization through our training and engagement programs. Not only will you have the support of our seasoned eDist Support and Technical team behind you, but you will also be able to work with and learn from other members of the eDist family from throughout North America.

Why do you want to work here?

• We have a fun and relaxed, but focused work environment.

• We are an established growth company that will provide you with advancement potential.

• We pride ourselves on our knowledge, professionalism, integrity, and innovation.

• We are one of a kind in our market and thrive by implementing innovative techniques and technology.

• Our primary core value is “do unto others.” In other words, we treat our teammates and our customers as we would want to be treated.

• Being a member of our team means coming to work ready to inspire, collaborate, and achieve. As a result, passion and energy feed into a fun, entrepreneurial, and fast-paced culture.

About the position:

We are looking to add to our Professional Services Division. This position will start as an entry-level position as a Representative with a program to rapidly learn the business from the ground up to a more robust role as an Engineer. As our front line of Client Success, you will be challenged to improve their lives by saving our clients the most valuable resource of all, time. You are supported by a team of Client Success roles and support veterans, so you are always able to learn and find an answer and grow with the organization.

Responsibilities for Customer Experience Representative - Support:

• In this position, you will be providing answers to users by identifying issues, researching to provide the correct answers, and guiding Clients through corrective steps to save them time thereby increasing their quality of life.

• Become educated to expert level on all of our key systems and solutions to empower you to drive Client satisfaction.

• Escalate support emails to the appropriate Client Success level as needed.

• Resolve concerns by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions and escalating unresolved problems while documenting solutions to assist in Team training and automation.

• Analyze Client usage reports to identify opportunities to assist Clients in saving time.

• Maintain inbound requests and call documentation by entering complete and sufficient information into Salesforce.

• Accommodate clients by recommending appropriate technical support and troubleshooting techniques when dealing with technical issues.

• Providing best practices and whole solutions recommendations to enhance Client experience.

• Proactively engage with Clients to improve satisfaction.

• Other duties as assigned.

Qualifications for Client Success Technical Associate:

• Ability to assess Clients’ support needs as they arise and provide solutions.

• Strong communication, analytical, documentation, and listening skills.

• Comfortable communicating verbally with Clients to explain company and product values to ensure satisfaction.

• Ability to utilize and supplement self-service resources (internal guides, manuals, SOPs, etc.).

• Ability to thrive on change and a sense of urgency to get things done.

• High energy with the ability to multitask and prioritize efficiently.

• Desire to learn our solutions, help others, and rapidly advance.

• Have excellent time management skills and can make decisions quickly.

• Maintain composure and Client focus while resolving issues.

• Superb ability to focus on detail as well as the overall view.

• Strong skills with Microsoft Office Suite and common troubleshooting

Optional Qualifications:

• Bachelor’s Degree in Computer Science or similar industry experience

• Comp TIA or equivalent experience

• Experience in Salesforce

• Familiarity with VDI

• Healthcare experience is highly desirable.

• Knowledge of Dragon Voice Recognition Software

• Knowledge of Dictation & Transcription Hardware or Software

• Any IT certifications in Networking, Citrix, VM Ware, Microsoft, Linux, or macOS

• Sales Experience

• Work in Medical EHR or similar experience in vertical-specific software platforms.

If you are an enthusiastic team player with a vision and passion for innovation, you will fit in perfectly. We make every effort to maintain a fun, yet productive atmosphere on a day-to-day basis.

Benefits & Culture:

One of the things that sets eDist apart is our culture in that we truly value our team members, and foster an environment based on fun, productivity, and efficiency. We take pride in our work and believe in rewarding our team members in addition to offering a full range of benefits including medical, dental, life, LTD, Aflac, 401k, and vision, which complements our competitive base salary. Salary commensurate with experience.

This is a hybrid remote position near Round Rock, TX, Southwest FL, Northern NJ, or the Chattanooga TN areas.

Offers of employment are contingent upon passing background and drug screen. We are an equal opportunity employer.

Job Type: Full-time

Salary: $41,000-$44,000 per year

Benefits:

• 100% Company Paid Option for:

• Health insurance

• Dental insurance

• Life insurance

• Vision insurance

• Paid time off

• 401(k) with Company Match

• Flexible spending account

Schedule:

• Monday to Friday

• Work Hours M-F 9am-6pm Eastern

Supplemental pay types:

• Commission pay is available

Work Location: This is a hybrid remote position near Round Rock, TX, Southwest FL, Northern NJ, or the Chattanooga TN areas.