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Technical Customer Care Enablement Specialist

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 are seeking a highly motivated and skilled individual to add to our Technical Customer Care team as an Enablement Specialist supporting our Bloomington, MN call center. In this role, you will support our home health SaaS technical customer care organization by creating and delivering training programs that enhance the skill set and product knowledge of our technical support team, ensuring that they are fully equipped to provide exceptional service to our customers. This role involves both technical and customer service training to ensure support agents can efficiently address and resolve customer inquiries across all our channels (Phone, Chat and Case).

 

The candidate must be willing to commute to the Technical Customer Care office in Bloomington, MN. Ideal candidates will be bilingual in Spanish.

 

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Essential Job Duties
  • Design, create and continuously update training modules to ensure alignment with the latest product updates and technical enhancements. 
  • Lead engaging and effective training sessions for technical customer care teams focusing on technical product knowledge, troubleshooting techniques and customer service excellence.
  • Product Knowledge Dissemination
  • Interdepartmental Collaboration working closely with cross functional teams, product, Engineering, CSM, to ensure training content is accurate, relevant, and comprehensive.
  • Analyze performance data, conduct assessments, and gather feedback to identity skill gaps and training opportunities for the team. 
  • Measure and Track Training Effectiveness to evaluate the success of training programs through assessments, feedback, and performance metrics to ensure continuous improvement and alignment with organizational goals. 


Other Job Duties
  • Other duties as assigned by supervisor or HHAeXchange leader


Travel Requirements
  • None


Required Education, Experience, Certifications and Skills
  • 2-5 Years technical customer care trainer, preferably within a SaaS or health-tech environment, with a strong background in technical troubleshooting, product support and service delivery.  
  • Excellent customer service, communication skills and proficiency in Salesforce Service Cloud, Microsoft Office, Jira, AWS.
  • Strong Analytical and Problem-solving skills with the ability to identify technical issues, analyze root causes, and provide actional solutions to improve customer care performance.
  • Demonstrate experience in delivering excellent customer service, both within teams and externally with customer, ensuring satisfaction and support. 
  • Mathematics or data analytics experience
  • Strong organizational skills and ability to manage priorities and workflow. 
  • Detail oriented with strong technical skills.
  • Proven interpersonal, collaborative, and relationship building skills.
  • Passionate about customer service and delivering value to customers. 
  • Teamwork approach, enthusiasm, and a strong desire to succeed!


HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

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CEO of HHAeXchange
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Greg Strobel
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Average salary estimate

$70000 / YEARLY (est.)
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$60000K
$80000K

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What You Should Know About Technical Customer Care Enablement Specialist, HHAeXchange

Are you ready to take your passion for customer service and training to the next level? HHAeXchange, the leading technology platform for home and community-based care, is looking for a Technical Customer Care Enablement Specialist in Minneapolis, Minnesota. As part of our dedicated Technical Customer Care team, you’ll have the opportunity to enhance the skills and knowledge of our technical support agents. Every day, you will design and deliver engaging training modules that help our support teams tackle customer inquiries across phone, chat, and case channels. Your role will be pivotal in ensuring that our agents have the tools and insights needed to provide exceptional service to our clients in need. You will collaborate closely with cross-functional teams to create accurate and relevant training content and analyze performance metrics to identify opportunities for improvement. To thrive in this role, a blend of technical expertise and a passion for customer service is essential. If you're bilingual in Spanish, that's a bonus! Whether you're delivering impactful training sessions or actively solving technical challenges, your contributions will help shape the future of our customer care operations. Join HHAeXchange to make a difference, and support aging individuals and those with disabilities to thrive in their homes and communities.

Frequently Asked Questions (FAQs) for Technical Customer Care Enablement Specialist Role at HHAeXchange
What does a Technical Customer Care Enablement Specialist do at HHAeXchange?

As a Technical Customer Care Enablement Specialist at HHAeXchange, your primary role is to design, create, and deliver training programs that empower our technical support team. You will focus on enhancing their product knowledge and customer service skills to improve the overall experience for customers reaching out for assistance. This includes developing engaging training sessions, collaborating with various departments, and analyzing performance data to continuously improve training content and effectiveness.

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What qualifications are needed for the Technical Customer Care Enablement Specialist position at HHAeXchange?

Candidates for the Technical Customer Care Enablement Specialist position at HHAeXchange should possess 2-5 years of experience in technical customer care training, ideally in a SaaS or health-tech environment. A solid understanding of technical troubleshooting, customer service excellence, and proficiency in tools like Salesforce Service Cloud and Microsoft Office is essential. Strong analytical and problem-solving skills, alongside excellent communication abilities, are also important for success in this role.

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What kind of training will I provide as a Technical Customer Care Enablement Specialist at HHAeXchange?

In your role as a Technical Customer Care Enablement Specialist at HHAeXchange, you will create and conduct training sessions focused on technical product knowledge, troubleshooting techniques, and methods for delivering exceptional customer service. Your sessions will be designed to ensure that our technical support agents are well equipped to handle a variety of customer inquiries and provide solutions effectively.

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Is bilingualism required for the Technical Customer Care Enablement Specialist role at HHAeXchange?

While being bilingual in Spanish is not a strict requirement for the Technical Customer Care Enablement Specialist role at HHAeXchange, it is highly valued. Bilingual candidates may have enhanced communication capabilities, enabling them to reach and assist a broader range of customers, therefore potentially increasing the impact of their training efforts.

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What are the key responsibilities of a Technical Customer Care Enablement Specialist at HHAeXchange?

Key responsibilities of a Technical Customer Care Enablement Specialist at HHAeXchange include designing and updating training modules, leading engaging training sessions, collaborating with cross-functional teams for content accuracy, analyzing performance data to identify skill gaps, and measuring the effectiveness of training programs to facilitate continuous improvement within the technical support team.

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Common Interview Questions for Technical Customer Care Enablement Specialist
How would you approach creating a training program for new technical support staff?

When creating a training program for new technical support staff, I would begin by assessing the existing training materials and identifying any skill gaps within the team. Collaboratively working with subject matter experts, I would develop structured modules that balance product knowledge with practical, hands-on troubleshooting exercises, ensuring that new agents feel prepared and confident to assist customers effectively.

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Can you describe a time when you had to deal with a challenging training situation?

In a previous role, I encountered a situation where trainees struggled to grasp technical concepts. To address this, I implemented varied training methods, such as hands-on workshops and interactive discussions. This not only made the training more engaging but also helped participants to better understand complex topics, ultimately improving overall performance.

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What techniques do you use to measure the effectiveness of your training programs?

I utilize a combination of pre-and post-training assessments, trainee feedback, and performance metrics to measure training effectiveness. I also encourage ongoing evaluations through regular follow-ups to track knowledge retention and application of skills, adjusting my training approach based on these insights to ensure continuous improvement.

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How do you handle feedback from trainees regarding your training sessions?

I believe feedback is vital for improvement. After each training session, I actively seek input from trainees about what worked well and what could be improved. I take this feedback seriously, making necessary adjustments to my sessions to enhance engagement and effectiveness, ultimately ensuring that the training meets the needs of the team.

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How would you keep your training materials up to date?

To keep training materials up to date, I regularly collaborate with product and technical teams to stay informed about new features and changes. I maintain an ongoing review process where I periodically assess and revise training content to reflect the latest product updates, ensuring that our support team always has access to accurate information.

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What is your experience with learning management systems?

I have hands-on experience with various learning management systems, having used them to create, deliver, and track training programs. I find these tools invaluable for organizing content, tracking trainee progress, and collecting feedback, which allows for informed adjustments to future training sessions.

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Describe your experience with customer service in a technical support role.

In my previous technical support roles, I emphasized the importance of empathy and active listening when interacting with customers. I effectively communicated technical information in an accessible manner, ensuring customers felt heard and supported throughout their concerns, which significantly contributed to positive customer satisfaction ratings.

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Why is collaboration important in developing training programs?

Collaboration is crucial in developing training programs because it fosters diverse insights and expertise. By working with cross-functional teams—like product managers and engineers—I ensure that the training materials accurately reflect real-world applications and technical nuances, ultimately leading to more effective and relevant training sessions.

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How do you motivate employees during training sessions?

To motivate employees during training sessions, I incorporate interactive elements like games, group discussions, and real-life scenarios that resonate with their daily tasks. I also strive to create a supportive and inclusive environment where participants feel safe to engage, ask questions, and share ideas, significantly boosting motivation and learning outcomes.

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What are your key strategies for ensuring high-quality customer service?

My key strategies for ensuring high-quality customer service include regular training updates, setting clear expectations for support agents, and fostering a culture of accountability and teamwork. Additionally, I emphasize problem-solving skills and empower agents to take ownership of customer issues, which ultimately leads to higher satisfaction levels.

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Our mission is to enable the most effective homecare ecosystem every day.

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Full-time, on-site
DATE POSTED
December 26, 2024

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