About the job
Tebra exclusively communicates with candidates via official email addresses (@tebra.com, @patientpop.com, or @kareo.com) and through our applicant tracking system, Greenhouse. We will only request sensitive personal information through our official application portal — not through social media or text messaging. Please note that we do not conduct interviews via instant messaging.
About the Role
The Product Support Representative plays a vital role in providing exceptional support to our customers, ensuring accurate and timely resolutions to their inquiries in line with established policies and procedures. This role prioritizes troubleshooting challenges, offering proactive solutions, and fostering customer satisfaction. Successful representatives will utilize their product knowledge, communication skills, and available resources to efficiently address inquiries, meet performance metrics, and contribute to a collaborative team atmosphere.
Your Area of Focus
- Manage a high volume of inbound calls daily, ensuring prompt and precise responses to customer inquiries.
- Exhibit a positive, empathetic, and professional demeanor towards customers at all times.
- Quickly and accurately respond to customer inquiries using effective troubleshooting skills to identify root causes.
- Engage with customers through phone, email, and chat, asking targeted questions to fully understand their concerns.
- Acknowledge and resolve customer inquiries with active listening, tailoring solutions to meet their needs.
- Maintain comprehensive knowledge of Tebra's products, tools, and resources to assist customers effectively.
- Document and maintain detailed records of customer interactions, transactions, comments, and complaints for effective tracking.
- Collaborate with team members and leadership to resolve complex or recurring issues.

