Technical Customer Care Representative

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.   We’re seeking motivated, bilingual (fluent in both English & Spanish) professionals with strong client service and technical skills to join our Customer Care team as Technical Customer Care Representatives in our Miami, FL office located at 9675 NW 117th Avenue, Miami, FL 33178. We’re currently gathering applicants for our next cohort starting March 2, 2026 Ideal candidates will have experience with the HHAeXchange mobile app or prior experience providing end-user technical software support. As a key member of our team, you’ll bring a proactive, customer-first mindset, strong communication and problem-solving skills, and the ability to diagnose and resolve both technical and user-related issues. This is a critical, client-facing role supporting our Home Health Agency partners and ensuring they receive exceptional service and technical guidance.   To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

Provide technical assistance to customers via multiple channels (i.e., phone, email, chat) in a courteous and professional manner, putting the customer experience at the forefront of all interactions.

Ask discovery questions to understand and analyze customer challenges and determine the best course of action for a fast and smooth resolution.

Clearly articulate resolution paths to customers, both in technical and non-technical terms to help customers maximize their usage of the HHAeXchange platform while providing education to mitigate future outreach for the same topic, along with clear and concise follow ups to drive usage of self-service methodologies.

Escalate tickets to supervisors and technical support engineers when a bug, defect, or other complex issue is identified, as appropriate.

Documentation of all customer interactions in Salesforce Service Cloud.

Work with Quality Assurance to improve skills and personal CSAT scores.

Punctual, reliable, and consistent attendance.

Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.

Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

None

Required Education, Experience, Certifications and Skills

2+ years of technical customer support experience in a SaaS environment

Fluency in English and Spanish required

Experience supporting customers in a B2B environment strongly preferred

Demonstrated experience in providing high-quality and customer-focused technical support

Strong and professional communication skills, both written and verbal, with the ability to clearly explain complex concepts in a concise and straightforward manner

Strong problem-solving skills and ability to “think on your feet”

Collaborative team player with an empathetic and customer-centric mindset

Ability to remain calm, composed, and articulate when dealing with tough customer situations

A self-starter with a strong sense of ownership who thrives in a fast-paced environment

Experience with SMB preferred

Experience supporting software that offers a freemium platform a plus

Strong organizational skills and attention to detail

Ability to work assigned shifts from our Miami, Florida location