Representative, Product Support - job 1 of 2

As a Product Support Representative at Tebra, your primary responsibilities will include responding to customer inquiries promptly and accurately across multiple channels, troubleshooting technical issues, and ensuring customer satisfaction. You'll also maintain detailed records of interactions, collaborate with team members to resolve complex inquiries, and utilize your product knowledge to provide tailored solutions.

To apply for the Product Support Representative position at Tebra, candidates should have at least 12 months of experience in customer support, preferably within SaaS or software/cloud environments. Additionally, strong verbal and written communication skills in English, a high school diploma or equivalent, and proven abilities in troubleshooting are vital qualifications for this role.

Tebra provides numerous benefits and resources to support its employees in the Product Support role. This includes a wellness and childcare subsidy, educational discounts, and mental health resources through the Employee Assistance Program. Tebra encourages a culture of celebration and continuous improvement, ensuring employees feel valued and supported.

At Tebra, the work culture emphasizes teamwork, collaboration, and a customer-first approach. Employees are encouraged to stay entrepreneurial, embrace creativity, and work together towards a shared vision of improving healthcare. Celebrating success is also a core value, making for a joyful and dynamic work environment.

The ideal candidate for the Product Support Representative role at Tebra is someone who is empathetic, calm under pressure, and a resourceful problem-solver. Strong communication skills, the ability to multitask effectively, and a collaborative spirit are essential traits. A background in healthcare or technical support can also be highly advantageous.

When handling difficult customers, I focus on active listening to understand their concerns fully. I remain calm and empathetic, allowing the customer to express their frustration while assuring them I'm here to help. It’s important to communicate back to them clearly and outline the steps I will take to resolve their issue. Following up to confirm resolution also shows I care about their satisfaction.

In troubleshooting technical issues, I take a methodical approach by first clarifying the problem through targeted questioning. Then I determine if it’s an isolated incident or if others are experiencing similar issues. I leverage my product knowledge and available resources, testing possible solutions step by step. Communicating with the customer throughout the process helps manage their expectations and builds trust.

Certainly! I once dealt with a complex billing issue that a customer faced. I started by gathering all pertinent details and verifying their account. It turned out there was a misunderstanding due to an updated billing policy. I calmly explained the new policy, resolved their specific charge, and provided a follow-up so they felt fully supported. The positive feedback was incredibly rewarding.

I am drawn to Tebra’s mission of simplifying healthcare, and I admire how you support independent practices in enhancing patient experiences. I value collaboration and continuous improvement, which aligns with my professional philosophy. Being part of a team that makes a real difference in healthcare excites me and motivates me to contribute my skills to Tebra’s vision.

To ensure customer satisfaction, I prioritize clear communication and active listening. I try to understand their needs and offer tailored solutions. I also believe in setting realistic expectations, providing timely updates, and following through on promises. After resolution, I like to ask for feedback; this not only shows I value their opinion but also helps improve my service.

Staying organized is key in a fast-paced environment. I use tools such as ticketing systems and prioritize inquiries based on urgency. I also make sure to document every interaction carefully so I can refer back if needed. Multitasking is essential, but I focus on giving each customer the attention they deserve so no one feels rushed.

A successful Product Support Representative should possess strong communication skills, empathy, and an unwavering patience. They must be resourceful problem-solvers with a desire to learn continually. Efficiency in managing time and maintaining a positive attitude even when faced with challenges are also crucial qualities in driving customer satisfaction.

I keep myself updated with product knowledge by participating in regular training sessions, reading release notes, and engaging with colleagues to share insights. I also take the initiative to explore product features hands-on. Keeping an open line of communication with product development teams can provide information on any changes that could affect customer experiences.

If I encounter a question I cannot answer, I would first acknowledge the customer and assure them I will find the information as quickly as possible. I’d either reach out to a more knowledgeable team member or consult internal resources while keeping the customer informed about the process. It’s vital to follow up once I have the needed information to provide a complete answer.

What I enjoy most about working in customer support is the opportunity to make a positive impact on someone's day. Assisting customers with their challenges and turning their frustrations into satisfaction is incredibly fulfilling. I also love the dynamic nature of the role, as I get to learn and adapt with various customer interactions and challenges each day.