Product Support Representative

About the role

The Product Support Representative delivers high‑quality, accurate resolutions to Tebra’s customers. The role focuses on troubleshooting issues, providing proactive solutions, and ensuring customer satisfaction across phone, email, and chat channels.

Key responsibilities

• Handle a high volume of inbound calls and digital inquiries, responding promptly and accurately.
• Identify root causes, troubleshoot technical problems, and guide customers to effective solutions.
• Document all interactions, transactions, and complaints in the support system for tracking.
• Collaborate with team members and leadership to resolve complex or recurring issues.
• Meet or exceed performance metrics such as customer satisfaction, resolution time, and quality standards.
• Contribute ideas for process and tool improvements.

Required profile

• At least 12 months of experience in customer support, preferably in SaaS or cloud‑based environments.
• Experience with U.S. healthcare or healthcare billing is highly desired.
• Ability to remain calm, resourceful, and empathetic under pressure.
• Strong verbal and written English communication skills.
• High school diploma, general education degree, or equivalent.

Required skills