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.
\n Essential Job DutiesDesign, 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 DisseminationInterdepartmental 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 DutiesOther duties as assigned by supervisor or HHAeXchange leader Travel RequirementsNone Required Education, Experience, Certifications and Skills2-5 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 experienceStrong 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!
\nHHAeXchange 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.