Tier II Customer Support Representative, I/DD - Remote

Overview

The Tier II Customer Support Representative at Sandata Technologies is responsible for providing advanced software support to IDD clients, ensuring efficient resolution of client issues and requests.

In Short

• Provide expert software support to clients.
• Investigate and resolve customer inquiries efficiently.
• Document all customer interactions and maintain ticket records.
• Build rapport with customers and maintain professional etiquette.
• Manage ticket aging and trending effectively.
• Assist in training materials for support representatives.
• Participate in client outreach programs.
• Travel up to 10% for client meetings.
• Work collaboratively with internal teams.
• Flexibility in work schedule is required.

Requirements

• Preferred college degree in Healthcare Administration/Public Health.
• 5+ years of experience in electronic billing (Medicaid/Medicare preferred).
• 5+ years of customer service experience in software support.
• 5+ years of IT/Healthcare related experience.
• Experience in medical coding/billing.
• Ability to understand complex healthcare workflows.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office and web-based tools.
• Experience in desktop support is a plus.

Benefits

• Opportunity to work remotely.
• Engagement in meaningful work within the healthcare sector.
• Supportive team environment.
• Professional development opportunities.
• Flexible work schedule.