Care Team Representative - Remote

Be an integral part of building an innovative EdTech solution that elevates field experience for students and the people who support them. We would love for you to join our team of passionate, creative nerds who live and breathe our core values: integrity, care, collaboration, and drive. Learn more about what makes Tevera an amazing place to work, see an overview of benefits, and read reviews from current employees by visiting our careers site!

The Care Team Representative (CTR) is our member’s first point of contact. With each member interaction you have, you’re not just supporting software and technology, you’re caring for people. Our Care Team Representatives are curious investigators, technical problem solvers, and good listeners. We’ll rely on you to listen to our members and use your technical expertise, creativity, and passion to meet their needs, and remind them that behind our great software are amazing people.

This position will report to the Care Team Manager.

Type

This position is a full time hourly, non-exempt position. This position is remote.

Top 3-5 Job Responsibilities

Request Response

• Provide members/stakeholders support on how to do things in the product with concise instructions.
• Follow up with tickets when the member does not reply.
• Filter, route and respond to member requests clearly while using proper grammar.

Bug Testing / Troubleshooting

• Collaborate with members and engineering to identify, test and fix software issues.
• Participate in software testing as needed.
• Assist Product Coaches and Success Managers with product issues.

Learn User Base

• Learn about the program admins at the universities you are the front line for, serve as a liaison between the care team and CSM.
• Be knowledgeable about the assigned program admin's database and setup by working alongside the Success Manager.
• Serve as the liaison between student, supervisor and faculty tickets received by all CTRs and the program itself.

Ticket Prevention / Deflection

• Think about how we can prevent tickets from being submitted and bring those creative ideas to fruition.
• Contribute to the internal and member facing knowledge base.
• Be knowledgeable within all features/areas in the product.
• Create content for frequently asked questions from students, site supervisors and faculty.
• Keep an eye on ticket trends for potential enhancements to the product.

Front Line Action

• Vigilantly be on the lookout for ticket trends and account risk factors.
• Immediately identify and take action on any potential compliance issue.
• Elevate necessary issues/concerns based on procedures to the Compliance Officer, Success Managers, Implementation Coaches or other team members.
• Be able to identify root causes of issues and work closely with the Success Managers to stay on top of potential account risk factors.

What You Need to Succeed

• Multi-tasker
• Positive attitude
• Patience
• Required - Proficient writing skills and ability to write professionally, clearly and concisely, when explaining sometimes complicated or multi-step processes
• Team player
• Must be proficient on computers
• Problem solver
• Listening and communication skills
• Excellent time management skills
• Driven to meet member needs
• Ability to express compassion and empathy towards others and the problems they encounter

Tevera is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Tevera is a drug-free workplace