Customer Support Associate – Residential Care Software (MatrixCare)

As a Customer Support Associate supporting MatrixCare, you will be the first point of contact for customers using our CRM solutions in residential care. You’ll help providers manage leads and move-ins more efficiently, while contributing to a collaborative and innovative support team.

The shift for this position is: Monday - Friday, 9am - 6pm EST.

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Let's talk about Responsibilities:

• Provide first-tier support to MatrixCare customers, resolving application and technical issues.
• Use internal tools, training, and resources to identify root causes and deliver effective solutions.
• Log customer interactions and issues in Salesforce with accuracy and urgency.
• Perform basic and advanced troubleshooting to replicate and verify reported problems.
• Escalate issues to Tier 2 analysts as needed, following defined support processes.
• Contribute to the knowledge base and support documentation.
• Participate in QA testing, webinars, and mentoring opportunities.
• Communicate proactively with clients regarding common issues and resolutions.
• Collaborate with team members to meet goals and celebrate shared success.

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Let's talk about Qualifications and Experience:

• Excellent customer service and communication skills (verbal and written)
• Strong problem-solving and prioritization abilities
• Technical aptitude and willingness to learn
• Ability to work effectively in a team environment
• Bachelor’s degree or equivalent experience
• 1–2 years of experience in a related field
• Familiarity with software support methodologies
• Experience in the post-acute healthcare industry