Tier 1 Customer Experience Representative

Overview

Tier 1 - Customer Experience Representative

Salary: $46,550 - $50,000

Schedule: Monday to Friday, 7:30 a.m. – 4:00 p.m. CST (8:30 a.m. – 5:00 pm EST)

Location – Remote – USA Only Must reside in one of the following states:
FL, GA, IN, LA, NC, NJ, SC, TX, TN, VA

Job Summary:

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 fill an entry-level support role aimed at enhancing the Client experience and addressing basic customer service requirements. The preferred candidate should possess some background in customer service, effective communication, and documentation skills.

• Customer Service:
  Field and respond to incoming Phone calls, chats, and emails from reseller partners and customers.
• Support:
  Provide basic navigation information and develop an understanding of Dictation.
  
  Cloud.
• Continuous Improvement:
  Continuously assess and improve efficiency, effectiveness, and alignment with business objectives.

• Technical
  
  Skills:
  
  Basic knowledge and experience with Microsoft Windows, Microsoft Office, Hub Spot, Talkdesk, or similar applications.
• Communication
  
  Skills:
  
  Strong communication and interpersonal skills with the ability to effectively collaborate with team members and communicate technical concepts to customers.
• Troubleshooting
  
  Skills:
  
  Problem-solving mindset with the ability to analyze and interpret customer issues.
• Adaptability:
  Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and requirements.
• Attention to Detail:
  Meticulous attention to detail and a commitment to delivering high-quality results.
• Teamwork:
  Strong team player with a collaborative mindset and a willingness to support colleagues within and across departments.

• Drive to learn about technology and grow your knowledge.
• Ability to assess Clients’ support needs as they arise and provide solutions or direct to the proper channels.
• 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.
• Some skills with Microsoft Office Suite and common troubleshooting.

• Bachelor’s Degree in computer science or similar industry experience.
• Comp TIA or equivalent experience
• Experience in Hubspot
• Healthcare IT experience is desirable
• Knowledge of Dragon Voice Recognition Software.
• Knowledge of Philips Dictation software and hardware products.
• Knowledge of Dictation & Transcription Hardware or Software.
• Any IT certifications in Networking, Citrix, VM Ware, Microsoft, or macOS.
• Sales or hospitality experience.
• Work in Medical EHR or similar experience in vertical-specific software platforms.