Client Support Representative Hybrid

Client Support Representative – Full Time – Hybrid

Join to apply for the Client Support Representative – Full Time – Hybrid role at Experity
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Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments to checking in, to clinical documentation, and to the final bill paid by the patient.

Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

• Comprehensive benefits starting first day:
  Medical, Dental/Orthodontia, Vision.
• Ownership – all team members eligible for synthetic ownership after one year with real financial rewards.
• Employee Assistance Program – counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and more.
• Flexibility – flexible work scheduling to manage work‑life balance.
• Paid Time Off (PTO) – generous PTO plan that increases with milestones.
• Career Development – learning program foundation to explore potential and achieve career goals.
• Team Building – events such as company picnic and holiday party.
• Total Compensation – competitive pay, quarterly bonuses, 401(k) with employer match.

Hybrid: Team members can work remotely (up to three days a week) or in the office. We require team members to live within commutable distance from one of our locations to be available for office visits.

Job Type: Full time

• Monday – Friday: 8:00 a.m. – 4:30 p.m.
• Monday – Friday: 7:00 a.m. – 3:30 p.m.

Compensation: Budgeted between $17 and $19.50 per hour, dependent upon applicable experience.

• Provide front‑line technical support to clients and internal stakeholders via phone, email, and chat.
• Manage client requests and assigned projects to successful completion.
• Assist client/clinical staff/peers with application training and proper use.
• Identify and investigate application issues, research solutions, and guide clients through corrective steps; follow escalation processes to support service level agreements.
• Build trusted and reputable working relationships with clients and internal teams.
• Continuously seek opportunities to improve the client experience and support processes.
• Use CRM (Salesforce) for documentation, client communication, and ticket resolution/tracking.
• Collaborate with peers and cross‑functional teams to resolve complex or escalated issues.
• Troubleshoot user‑reported software issues using documentation, internal tools, and curiosity‑driven problem‑solving.
• Meet or exceed individual and team performance metrics – response time, resolution rates, client satisfaction scores.
• Work rotating night/weekend/holiday shifts as needed, including participation in an on‑call schedule.
• Demonstrate ownership of time management and prioritize tasks in a fast‑paced, client‑obsessed environment.
• Other duties as assigned.

• High school diploma or equivalent.
• Experience in a medical office setting and/or experience with an Electronic Medical Record preferred.

• Basic computer skills – hardware, software, operating systems.
• Proficiency troubleshooting common technical issues (login problems, browser settings, application errors) and ability to uncover root causes.
• Ability to use a case‑management tool to document and log incidents, solutions, and client interactions.
• Strong verbal and written communication skills; ability to explain technical concepts and guide users in a user‑friendly manner.
• Initiative and independence; proactive problem solving using available resources.
• Excellent organizational skills with a focus on accuracy, consistency, and follow‑through.

• Team First.
• Lift Others Up.
• Share Openly.
• Set and Crush Goals.
• Delight the Client.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• Entry level

• Full‑time

• Other

• Software Development

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