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Customer Experience Technician
Hearst Health. Meet or exceed established standards for productivity, quality, and assigned metrics .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and case resolution within the Homecare Homebase application, while effectively collaborating with team members to enhance performance and meet productivity metrics. Strong communication skills and empathy for customer needs are essential for success in this role.
Highest-signal resume keywords
Microsoft SQL ExperienceTroubleshooting GuidanceCase ResolutionStrong Written And Verbal CommunicationProblem Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingCase ResolutionProductivity MetricsResearch NotesHomecare Homebase ApplicationEscalation RulesCustomer Problem ConsultationServiceNow QueuesGoal OrientationCreative Thinking
Soft Skills
EmpathyCollaborationStrong CommunicationProblem SolvingCreative Thinking
Tools & Technologies
Homecare HomebaseServiceNowMicrosoft SQL
Industry Keywords
Client ServicesTier 1 SupportFunctional AreaCARES Core Values
Tech Stack
Tools & technologiesServiceNowSQL
About the role
Key responsibilities & impact- Meet or exceed established standards for productivity, quality, and assigned metrics
- Work from designated ServiceNow queues based on priority and ensure timely case resolution
- Monitor trends in the assigned Functional Area and consult with the Client Services team on potential customer problems
- Provide Tier 1 team members with troubleshooting guidance to improve team performance and deflect cases from Tier 2 queues
- Serve as a subject matter expert on proper use of the Homecare Homebase application within the assigned Functional Area
- Troubleshoot thoroughly and provide detailed research notes to Product Support for case resolution
- Determine impact and follow escalation rules when appropriate
- Exemplify CARES core values
- Perform additional duties assigned by Client Services management
Requirements
What you’ll need- Bachelor's degree or an equivalent combination of some college and significant work experience
- Microsoft SQL experience is strongly preferred
- Strong problem solving and creative thinking abilities
- Strong written and verbal communication skills
- Empathy for customer needs
- Ability to work toward clearly defined goals and metrics
- Ability to learn software quickly
- Ability to contribute to a collaborative team environment