Client Support Representative

About the Role

Experity is building technology that helps urgent care clinics deliver faster, simpler, and more patient-centered care across the United States. As a Client Support Representative, you will play an important part in supporting clients and internal teams, helping ensure the platform runs smoothly and that users get the help they need. This role is well suited to someone who enjoys solving problems, supporting customers, and contributing to meaningful work in healthcare technology.

Compensation

The pay range for this position is budgeted at $17.50 to $19.50 per hour, depending on relevant years of experience.

Work Arrangement

This is a hybrid position with remote flexibility. While remote work is available, you must live within a commutable distance of one of Experity’s locations so you can come into the office when needed.

Responsibilities

• Deliver first-line technical assistance to clients and internal users by phone, email, and chat.
• Handle client cases and assigned tasks through to resolution.
• Support users, clinic staff, and teammates with application training and correct product usage.
• Diagnose application problems, research possible solutions, and guide clients through the next steps while following escalation procedures and service commitments.
• Develop strong, trustworthy working relationships with clients and internal collaborators.
• Look for ways to improve both the customer experience and support workflows.
• Use Salesforce for case notes, client communication, and tracking ticket progress and closure.
• Work with peers and cross-functional partners to resolve complicated or escalated issues.
• Investigate user-reported software issues using internal resources, documentation, and analytical problem-solving.
• Meet individual and team goals for response times, resolution performance, and client satisfaction.
• Work rotating shifts that may include nights, weekends, and holidays, and participate in an on-call schedule when required.
• Manage time effectively, prioritize work in a busy, client-focused environment, and take ownership of assigned tasks.
• Perform other duties as assigned.

Requirements

• High school diploma or an equivalent credential.
• At least 1 year of customer service experience.
• Working knowledge of Microsoft Office, including Word, Outlook, Excel, and PowerPoint.
• Basic computer literacy, including familiarity with hardware, software, and operating systems.
• Ability to troubleshoot common technical issues such as login failures, browser settings, and application errors.
• Experience using a case management system to record incidents, resolutions, and customer interactions.
• Strong spoken and written communication skills, with the ability to explain technical concepts in simple, user-friendly terms.
• Self-starter who can work independently and solve problems using available tools and information.
• Strong organization, attention to detail, consistency, and follow-through.
• Ability to travel as needed.
• Preferred background includes technical support or help desk experience, especially in healthcare or SaaS.
• Familiarity with handling multiple screens and software applications at once is a plus.
• Equal opportunity employer notice and Know Your Rights labor-law notification apply to all applicants.

Perks and Benefits

• Medical, dental/orthodontia, and vision coverage starting on day one.
• Synthetic ownership eligibility after one year of employment, with potential financial rewards tied to company success.
• Employee Assistance Program offering counseling, legal resolution, financial education, pet adoption support, identity theft and fraud resolution, and more.
• Flexible scheduling to help balance work, family, and personal responsibilities.
• Generous paid time off that grows with milestones.
• Career development opportunities through a company learning program.
• Team-building activities, including a company picnic and holiday party.
• Competitive compensation, quarterly bonuses, and a 401(k) plan with employer match.

Core Values

• Team first.
• Lift others up.
• Share openly.
• Set and crush goals.
• Delight the client.