Representative, Technical Support

Posted 13 Days Ago
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Heredia, Heredia
Hybrid
1-3 Years Experience
Healthtech • Payments • Software • Telehealth
We empower independent practices to bring modernized care to patients everywhere.
The Role
The Representative, Technical Support at Tebra focuses on activating, troubleshooting, and offboarding integrated accounts to support practices and improve customer satisfaction. Responsibilities include resolving technical cases, documenting processes, providing customer feedback, and collaborating with internal teams. Professional qualifications include experience with Salesforce, Jira, Confluence, and SQL knowledge.
Summary Generated by Built In

Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

About the Role

Integrations is a primary focus at Tebra and the Technical Operations team holds a key role in activating, maintaining the health of our integrated practices through troubleshooting, and offboarding. When a practice has its online schedule integrated with an EMR/EHR/PMS, it improves key performance indicators, decreases churn, increases their average lifetime value, and provides enhanced benefits for the patients that find them online. The Technical Operations team supports internal and external teams through a deep understanding of the integration logic -- this is necessary to troubleshoot and provide solutions for both the practices and the company.

Your Area of Focus

  • Periodically, activating or offboarding integrated accounts
  • Periodically dispatching surveys manually.
  • Respond to and resolve technical cases throughout various stages of the customer lifecycle within 5 days or less
  • Reduce the risk of churn by owning the customer’s problems, troubleshooting on the fly, and working through issues with the practice
  • Obtain examples of what is not functioning properly and investigate
  • Document integration-related processes, FAQs and departmental training guides
  • Log all information in Salesforce
  • Document what configurations were adjusted on every call so that future CS employees can see what has been changed and when
  • Support internal and external teams with technical integration issues and/or questions
  • Use your curiosity to figure out what specifically is going on and how you can get things worked out
  • Solve problems while being cautious of the repercussions that can come from making changes to live integrations
  • Become proficient in explaining and teaching technical processes in a non-technical way
  • Work directly with an office manager, doctor, or marketing contact who may not be familiar with the technical aspects of our product and services
  • Understand various types of integrations and workflows that are specific to each practice by asking open-ended questions about what the practice is experiencing and what their expected result is
  • Uncover which integrations Tebra supports and make suggestions that compliment both the practice and PatientPop solution
  • Provide appropriate customer feedback to internal teams
  • Provide product specific feedback and suggestions to our engineering and product teams
  • Share and instruct  best practices so that internal customer-facing teams develop an understanding of how a practice should be using their integrations
  • Partner and liaise with the Engineering department on advanced and escalated integration cases
  • Work on completing various high-level investigation cases at a time
  • Take ownership of every case and reach out every 2-3 days to ensure you’re providing the support they need
  • Focus on resolving cases to the customers’ satisfaction
  • Receive 90% or higher on the customer feedback survey and a 4.8+ CSAT score

Your Professional Qualifications

  • Salesforce, Jira/Confluence
  • SQL knowledge
  • Knowledge/Experience with various EMRs, EHRs, or Practice Management Systems
  • 1-2 years of customer facing experience, preferably in SaaS or Tech

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our ValuesStart with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

#LI-AH1 #LI-Hybrid

Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/

If you would like to report a fraudulent Tebra job posting, please contact us at [email protected] and consider reporting your experience to the FBI's Internet Crime Complaint Center or the Better Business Bureau to help keep others safe online, too.

Top Skills

Salesforce
SQL

What the Team is Saying

Davion
Faizan
Kit
The Company
Corona del Mar, CA
950 Employees
Hybrid Workplace
Year Founded: 2022

What We Do

The world of medicine is forever evolving, with new demands and challenges around every corner. We’re always looking ahead to bring tomorrow’s solutions to today’s providers. Some might call it foresight or innovation. We call it Tebra. Today we’re helping practices thrive with solutions for practice operations and practice growth across our two products, Kareo and PatientPop. Together, they become the complete operating system for practice success.
We are Tebrans and we are building the future of well-being, together! Want to join our team? Check out our careers page.

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Tebra Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: Flexible
Newport Beach Office
Santa Monica Office
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