HHAeXchange
home and community-based care
TechnicalCustomerCareRepresentative
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Customer Care Representative at HHAeXchange. Skills: technical customer support, client service, communication skills, problem-solving skills. Provide technical assistance to customers via multiple channels (i. e. , phone, email, chat) in a courteous and professional manner, putting the customer experience at the forefront of all interactions. Ask discovery questions to understand and analyze customer challenges and determine the best course of action for a fast and smooth resolution”
What You'll Achieve.
improve skills and personal CSAT scores
Industry & Context.
ability to diagnose the origins of both technical, as well as user issues; problem-solving skills and ability to “think on your feet.
Ability to work assigned shifts including Saturday or Sunday, if applicable
What They're Looking For.
Must Have
2+ years of technical customer support experience in a SaaS environment, Must be fluent speaking and communicating in English, Prior experience with the HHAeXchange mobile app or providing end-user technical software support is required, Demonstrated experience in providing high-quality and customer-focused technical support, professional communication skills, both written and verbal, with the ability to clearly explain complex concepts in a concise and straightforward manner, problem-solving skills and ability to “think on your feet., Ability to remain calm, composed, and articulate when dealing with tough customer situations, organizational skills and attention to detail, Ability to work assigned shifts including Saturday or Sunday, if applicable, from our Minneapolis, MN location
Nice to Have
bilingual in Spanish a plus, Spanish speaking representatives a huge plus, Experience supporting customers in a B2B environment strongly preferred, Experience with SMB preferred, Experience supporting software that offers a freemium platform a plus
What You'll Do.
Provide technical assistance to customers via multiple channels (i. e.
chat) in a courteous and professional manner
putting the customer experience at the forefront of all interactions
Ask discovery questions to understand and analyze customer challenges and determine the best course of action for a fast and smooth resolution
Clearly articulate resolution paths to customers
both in technical and non-technical terms to help customers maximize their usage of the HHAeXchange platform while providing education to mitigate future outreach for the same topic
along with clear and concise follow ups to drive usage of self-service methodologies
Escalate tickets to supervisors and technical support engineers when a bug
or other complex issue is identified
Documentation of all customer interactions in Salesforce Service Cloud
Work with Quality Assurance to improve skills and personal CSAT scores
and consistent attendance
Maintains familiarity
and certifications with all product offerings
relevant industry knowledge
and customer personas
How You'll Work.
Team & Collaboration
Collaborative team player; Escalate tickets to supervisors and technical support engineers
Communication Scope
exceptional communication skills; professional communication skills, both written and verbal, with the ability to clearly explain complex concepts in a concise and straightforward manner
Full Job Description
## Description 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 motivated, multi-talented and bilingual individuals with strong client service and technical skills to join our Customer Care team as Technical Customer Care Representatives in Minneapolis, MN office location. We are currently interviewing applicants for our next Technical Customer Care Representative cohort starting June 22, 2026 in our Minneapolis, MN office location. Spanish speaking representatives a huge plus! Prior experience with the HHAeXchange mobile app or providing end-user technical software support is required. As a key member of the team, you will be proactive, show initiative, have exceptional communication skills and a strong customer mindset, together with the ability to diagnose the origins of both technical, as well as user issues to our new and existing customers. This is a critical role that supports and interacts directly with our Home Health Agency clients. 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 Provide technical assistance to customers via multiple channels (i.e., phone, email, chat) in a courteous and professional manner, putting the customer experience at the forefront of all interactions. Ask discovery questions to understand and analyze customer challenges and determine the be
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