Tier 1 - Customer Experience Representative

Schedule: Monday to Friday, 7:30 a.m. – 4:00 p.m. CST (8:30 a.m. – 5:00 pm EST)

Location – Remote – USA Only Must reside in one of the following states: FL, GA, IN, LA, NC, NJ, SC, TX, TN, VA

Job Summary: 

eDist is a well-established and self-funded growth technology company who is a leader in AI Speech Automation Solutions in USA and Canada. We are looking to fill an entry-level support role aimed at enhancing the Client experience and addressing basic customer service requirements. The preferred candidate should possess some background in customer service, effective communication, and documentation skills. 

Overview of Responsibilities: 

· Customer Service: Field and respond to incoming Phone calls, chats, and emails from reseller partners and customers. 

· Support: Provide basic navigation information and develop an understanding of Dictation.Cloud. 

· Continuous Improvement: Continuously assess and improve efficiency, effectiveness, and alignment with business objectives.  

Core Competencies: 

· Technical Skills: Basic knowledge and experience with Microsoft Windows, Microsoft Office, HubSpot, Talkdesk, or similar applications. 

· Communication Skills: Strong communication and interpersonal skills with the ability to effectively collaborate with team members and communicate technical concepts to customers. 

· Troubleshooting Skills: Problem-solving mindset with the ability to analyze and interpret customer issues. 

· Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and requirements. 

· Attention to Detail: Meticulous attention to detail and a commitment to delivering high-quality results. 

· Teamwork: Strong team player with a collaborative mindset and a willingness to support colleagues within and across departments. 

Qualifications: 

• Drive to learn about technology and grow your knowledge. 

· Ability to assess Clients’ support needs as they arise and provide solutions or direct to the proper channels. 

· Comfortable communicating verbally with Clients to explain company and product values to ensure satisfaction. 

• Ability to utilize, and supplement self-service resources (internal guides, manuals, SOPs, etc.). 

• Ability to thrive on change and a sense of urgency to get things done. 

• High energy with the ability to multitask and prioritize efficiently. 

• Desire to learn our solutions, help others, and rapidly advance. 

• Have excellent time management skills and can make decisions quickly. 

• Maintain composure and Client focus while resolving issues. 

• Superb ability to focus on detail as well as the overall view. 

• Some skills with Microsoft Office Suite and common troubleshooting. 

Optional Qualifications: 

• Bachelor’s Degree in computer science or similar industry experience. 

• Comp TIA or equivalent experience 

• Experience in Hubspot 

• Healthcare IT experience is desirable 

• Knowledge of Dragon Voice Recognition Software. 

• Knowledge of Philps Dictation software and hardware products. 

• Knowledge of Dictation & Transcription Hardware or Software. 

• Any IT certifications in Networking, Citrix, VM Ware, Microsoft, or macOS. 

• Sales or hospitality experience. 

• Work in Medical EHR or similar experience in vertical-specific software platforms. 

JOB CODE: 1000144