Technical Support Coordinator
Tebra
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $26 - $27 per hour
Job Level
Mid-LevelSenior
Tech Stack
Swift
About the role
- Troubleshoot and resolve frontline technical issues by working directly with agents and customers to assist with ensuring effective solutions in real-time
- Escalate unresolved issues by creating detailed JIRA tickets with accurate documentation
- Communicate with customers and frontline agents through CRM (Salesforce) providing proactive updates on ticket status and resolution progress
- Maintain detailed and organized case documentation to ensure visibility, efficiency and accountability in issue resolution
- Collaborate with internal teams (Support, Engineering, Product) to identify trends, report recurring issues, and contribute to process improvements
- Act as a liaison between departments, ensuring effective communication and swift issue resolution
- Utilize internal knowledge bases and resources to enhance troubleshooting effectiveness and minimize escalations
- Provide billing support to healthcare providers, billers, and administrative teams via phone, email, and chat
- Resolve technical issues regarding billing, claims processing, utilizing features effectively, and payment issues within the platform
- Provide feedback to improve internal operating procedures, customer help articles and troubleshooting guides
- Stay up to date with company products, services, and system updates to provide accurate and informed technical support
- Assist with highly complex, escalated support tickets, providing direct customer support as needed
- Track and manage internal communications effectively, ensuring timely responses and follow-ups
- Adhere to KPIs by maintaining response and resolution times ensuring efficient case management and meeting SLA requirements
- Handle case management and JIRA ticket management, ensuring all relevant information is documented accurately and tickets are tracked through resolution
Requirements
- Minimum of 3 years of technical support or related field, preferably in a SaaS or software support environment
- Strong problem-solving and technical troubleshooting skills
- Proficiency in using JIRA, Confluence, and Salesforce (or similar tools)
- Demonstrated ability to identify root causes and resolve problems effectively
- Experience mentoring or coaching other agents
- Experience in training agents and creating process improvement initiatives
- Excellent written and verbal communication skills
- Billing company experience is preferred
- Customer-first mindset
- Ability to work collaboratively within a cross-functional team environment
- Familiarity with Tebra software products, or ability to quickly learn
- Experience in Medical Billing or Healthcare industry
- Understanding of medical billing workflows, insurance claims submissions, and payment processing
- Familiarity with CPT, ICD-10, HCPCS codes, medical terminology and denial management is a plus
- Understanding of claims submission and payer communications, including EDI enrollment process
- Knowledge of CMS forms, payer policies, and the US Payer landscape preferred
- Experience using troubleshooting tools such as Chrome DevTools, Postman, or SoapUI desired
- Strong attention to detail in documenting customer cases and technical resolutions
- Deep understanding of third-party software integrations with Tebra (e.g., Mandrill, Twilio)
- Experience with incident management and ticketing systems, understanding of escalation protocols
- Ability to prioritize and manage multiple tasks in a fast-paced environment
- Adaptability to evolving business needs and willingness to learn