Customer Support Representative – Overnight Shift

Join Aya Healthcare, winner of multiple Top Workplace awards!

Aya’s Customer Support team supports Aya external applications and their end users. The Customer Support Representative will research and analyze issues while providing first level support. This position lends itself to an overall understanding of the software development process, basic help desk knowledge and a window into the varied teams that work together to create outstanding software and service offerings.

This position is for 1 of the following shifts:

Tuesday to Saturday – 12 am – 8:30 am PST

Sunday to Thursday – 12 am – 8:30 am PST

Who We Are:

We’re a $5.8 billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities:

Develop an understanding of the Aya external applications to have the ability to troubleshoot first level support issues.
Record, research, respond, and resolve end user questions/issues in accordance with current standards and service level objectives and perform post-resolution follow-ups to ensure proper resolution.
Ability to communicate as a representative of the company with people outside the organization through various communication channels, such as email, chat or telephone as needed.
Create quality support tickets to ensure proper information has been gathered and documented, appropriate approvals obtained, ticket statuses updated, and escalated to the proper support teams if required.
Provide guidance and support to team members.
Ability to utilize knowledgebase to search for or create new known solutions to case drivers.
Recommend improvements to products based on customer feedback or gained job experience within the application.
Communicating with supervisors, peers, and co-workers by telephone, in written form, e-mail, or in person.
Developing constructive and cooperative working relationships with others and maintaining them over time.
Required Qualifications:

Associates Degree or equivalent experience
1+ years of Customer Service/Call Center experience in healthcare or equivalent related experience
Working knowledge of Microsoft Office or other comparable software
Understanding of Customer relationship management (CRM) software
Comfortable with computer systems, including SQL, Jira, SharePoint, Email, Chat
Innate problem-solving ability
A complete team-player who is looking to join a dynamic and growing team
Career-oriented mentality with a desire for advancement with Aya Healthcare
Enthusiasm for learning several software programs
What We Offer:

Free premium medical, dental, life and vision insurance
Generous 401(k) match
Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses
Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling
Celebrations! We hit our goals and reward ourselves.
Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday!
Unlimited DTO — we believe in time off!
Virtual yoga, meditation or boot camp classes offered daily
Compensation: Aya reasonably anticipates the pay scale for this position to be $24.00 to $38.00 hourly, which equates to $49,920 to $79,040 annually.