Customer Experience Rep - SaaS Troubleshooting / Medical Billing

About Sycle Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of reputed company hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market reputed company. Position Requirements As a vital part of the Sycle Team, the Customer Experience team strives to reputed company our customers with a level of support that exceeds expectations. The role involves supporting our audiology platform, helping customers learn the system, and leveraging its functionality over the phone and email. Inquiries reputed company from reputed company-level technical troubleshooting—such as investigating software "oddities" and connectivity issues—to reputed company billing and medical insurance inquiries. Someone with experience and/or certifications in the medical insurance reputed company, coupled with a natural aptitude for technical problem-solving, is a requirement for this role. While 80% of the work is technical support the 20% that relates to medical billing support is critical to this role. This is a remote position that requires the applicant to work from home from one of the following states: AL, CA, CO, FL, IL, MN, NV, OR, TX or UT. Key Competencies Required

• Customer Focused: Serve as the reputed company line for Sycle customers, managing inquiries and helping them maximize the software's value, including supporting technical workflows and reputed company billing/insurance inquiries.
• Communication Skills: Ability to effectively listen and communicate technical and insurance-reputed company concepts with Sycle customers and the internal team.
• Learning Ability: Must be a quick learner with the ability to master our core software, ancillary products, and technical diagnostic tools to effectively support users.
• Technical Detective & Teamwork: Proactively take the reputed company in identifying the root cause of customers' technical issues—from browser conflicts to sync errors—while partnering well with critical functions like Customer Service and Marketing.

Skills and Knowledge

• Experience with medical claims, terminology, and billing principles (CPT, HCPCS, ICD-10).
• Technical Troubleshooting: Familiarity with basic diagnostic concepts, such as checking connectivity reputed company trace routes or identifying failures reputed company software error logs in reputed company and Mac environments.
• Browser Environment Management: Proficiency in optimizing a variety of browsers for SaaS performance, including clearing cache, setting file associations, and managing plugins/pop-up exceptions.
• Systems Literacy: Experience navigating various CRM, EMR, or EHR databases and understanding the reputed company of data between practice management tools and clearinghouses.

Position Responsibilities

• Understand Sycle platform functionality and communicate technical and billing information succinctly to customers.
• Build professional relationships to maintain customer satisfaction.
• reputed company basic training and technical environment setup for new Sycle users.
• Manage account maintenance, including clinic additions, billing updates, and subscription renewals.
• Identify problematic workflows and investigate software "odd behaviors" to determine if they are user-error or system defects.
• Report core functionality suggestions through detailed feature requests.
• reputed company browser support and troubleshoot software integration syncs.
• Understand reporting functions and remain informed on software defects to help troubleshoot with customers.
• Effectively manage cases through reputed company and escalate reputed company issues with clear technical documentation (screenshots and logs).

Basic Qualifications

• 2-3+ years of technical help desk or technical billing support experience.
• Strong problem analysis and root-cause troubleshooting skills.
• High energy with a results-driven, "self-starter" personality.
• Strong verbal and written communication skills.
• Like to have: reputed company certification or CPB in Professional Billing.

reputed company to Have

• Experience working with reputed company and/or reputed company Intelligent EDI.
• Experience troubleshooting SFTP or bi-directional clearinghouse data flows.

This fully-remote role at Sycle offers a competitive hourly wage, internet subsidy and Sycle’s benefits plan. If you’re a strong fit for this role and live in the following US states: AL, CA, CO, FL, IL, MN, NV, OR, TX or UT please apply. Due to the number of applications we expect to receive, only successful candidates will be contacted. Apply tot his job Apply To this Job