Application Support Specialist I at FreedomCare

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.  

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for an Application Support Specialist I for our Technology team.

This is a remote role with potential travel into our main office in New York and/or the FreedomCare hub closest to you for meetings and collaboration.

Department & Position Overview:

The Application Support Specialist I focuses on supporting Caregivers with FreedomCare Mobile App related issues. The position is customer centric and focused on providing quality customer service to Caregivers with mobile app inquiries. You will receive customized training and will be well-versed to assist caregivers in successfully leveraging our app.  

This shift will be 9AM-6PM M-F.

Every Day You Will:

• Assist caregivers with app related issues by delivering one-call resolutions to address and resolve caregiver needs the first time they call
• Managing inbound calls/outbound calls, email, adoption and caregiver community (proactively communicate with caregivers about updates related to the mobile app)
• Act as mobile app subject matter expert; effectively troubleshooting and resolving issues related to clocking in/out, face recognition, troubleshooting, etc.
• Answering high-volume mobile app related calls from caregivers; follow up and resolve outstanding mobile app issues
• De-escalate situations involving dissatisfied customers; escalate unresolved mobile issues
• Maintain excellent customer service by meeting expected metrics, KPIs and quality service standards on a weekly and monthly basis

Ideal Candidate Will Possess:

• Proven customer service skills that shows caregivers empathy, active listening and patience
• Strong computer proficiency; ability to leverage technology and resolve customer issues
• Effective communication skills with the ability to articulate solutions with step by step troubleshooting 
• Ability to effectively problem solve and identify the root cause of App issues
• Proven ability to provide a high level of customer service, including the ability to show empathy, active listening and patience
• Strong work ethic and ability to take full ownership for all related tasks, activities, decisions and results
• Relevant technical support experience 

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

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