Customer Service Representative – Remote

About the role

The Tier 1 Customer Service Representative serves as the first line of support for all clients, providing essential technical and product assistance. This team is responsible for resolving front-line inquiries, delivering a seamless support experience, and ensuring client satisfaction through timely, accurate, and professional responses.

Key responsibilities

• Acts as the primary support channel via phone, email, or chat for all product users.
• Captures client concerns, issues, and requests, ensuring they are accurately logged and categorized in Salesforce.
• Troubleshoots and resolves common issues such as login problems, navigation errors, basic system functionality, and frequently asked questions related to Claim Connect (EDI Claims), Eligibility verification, Patient statements, Payment services and ERA setup, Enrollment, and Credentialing.
• Escalates complex or unresolved issues to Tier 2 or specialized teams with complete documentation and clear context.
• Guides clients through basic system processes and best practices.
• Provides instructions on system features, updates, and self-service options to empower users.
• Maintains familiarity with the company's suite of products and services.
• Ensures client satisfaction by adhering to internal SLAs (response and resolution times).
• Collects feedback and identifies recurring issues to inform product improvements and training opportunities.
• Collaborates with Tier 2 support, engineering, and product teams to streamline the client experience.

About you

• Minimum of 1 year experience in customer service, technical support, help desk, or healthcare support.
• Strong verbal and written communication skills.
• Ability to troubleshoot basic software, system, and connectivity issues.
• Experience handling inbound and outbound customer interactions via phone, email, and chat.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and manage multiple cases in a fast-paced environment.
• Ability to document customer interactions accurately and professionally.
• Previous experience supporting dental software, or healthcare technology platforms (preferred).
• Experience using CRM or case management tools such as Salesforce, ServiceNow, or Zendesk (preferred).